Monet Software

OCTOBER 8, 2020

Staffing costs are typically the biggest call center expenditure, and there’s a real art to arriving at an accurate picture. Whether you rely on spreadsheets or have invested in call center workforce management software , be ready to show how you got to your conclusions. Accept feedback and collaborate.

Contact Center 79

Contact Center Abandon rate call center workforce Average Handle Time 79

Global Response

MAY 1, 2023

Once you know what workforce you need, you need to ensure you actually have that workforce. As such, workforce planning involves both understanding both your current team and their abilities, and what gaps exist in your workforce. You don’t want to schedule your newest agents during your busiest periods, for example.

Call Center 62

Call Center Management outsourcing Coaching 62

Playvox

JUNE 22, 2023

Once these metrics or KPIs are in place, over time you will more easily find opportunities to improve upon CX and gain call center and agent efficiencies. For example, “On a scale of 1 to 5, how easy was it to solve your problem today?” Make sure customers know they are anonymous and consider a real-time incentive (e.g.,

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52