Call Design

JULY 6, 2021

Understanding how to make a profit on the double bottom line (DBL) involves employing a broad range of KPIs and key metrics to ensure a contact centre meets every need that a business may have in supporting their customers. of the 380 contact centre professionals they asked thought customer satisfaction was one of the most important metrics.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

Hodusoft

DECEMBER 28, 2022

Need, Metrics, and Best Practices. It's also about ensuring that agents are equipped with the right tools and data to handle their tasks efficiently. 5 metrics to evaluate the success of call center management. 5 metrics to evaluate the success of call center management. What is Call Center Management?

Best practices 52

Best practices Call Center Metrics call center software 52

Monet Software

JUNE 10, 2021

An optimal schedule is cost-efficient and good for the bottom line, but it can also be a core part of the employee engagement strategy, if you follow a few simple tips. #1 Assigning peak periods to your most capable and experienced agents is a great way to get through crunch time with aplomb. 1 Start with Data.

contact center workforce 122

contact center workforce Average Handle Time Schedule adherence Inbound sales 122

COPC

APRIL 19, 2023

Previously, we discussed the importance of a well-designed scorecard in our blog, Benefits of a Balanced Scorecard for Performance Management. When designing a balanced scorecard, include the metrics related to your core values and ensure they are weighted appropriately. quality, service, etc.).

Metrics 73

Metrics Schedule adherence Benchmark Average Handle Time 73

Fonolo

AUGUST 15, 2023

When it comes to demystifying call center metrics, ‘occupancy rate’ shouldn’t be forgotten. In this post, we will look into how occupancy rate is calculated, what value it adds to the vast mix of call center metrics and the problems that can arise if it is used improperly. What is Occupancy in a Call Center?

Call Center 67

Call Center Schedule adherence Contact Center Agent burnout 67

Call Design

SEPTEMBER 21, 2021

Gamification allows you to manage metrics during the training process, enabling managers to understand the strengths and weaknesses of agents in a quantifiable manner. Metrics include: • First call resolution. Average speed to answer. Average handle time. Average after work time.

Gamification 78

Gamification Schedule adherence Average Handle Time First call resolution 78

OctopusTech

MARCH 1, 2023

Choose and focus on the right metrics Inbound call centers have so many things they can measure that it’s tempting to make each measurement equally important. That can lead to data overload and the really important metrics can get lost in the shuffle. Call center agents benefit greatly from having access to reporting metrics.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62