Global Response

DECEMBER 2, 2022

Start measuring performance by creating a dashboard Metrics are used by customer care teams to measure performance and signal when changes are needed to make improvements. There are KPIs that may be considered basic to the contact center. Abandon rate = calls abandoned ÷ (calls abandoned + calls answered).

call center workforce 62

call center workforce Metrics Call Center Management 62

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. In uncertain economic times, they become even more critical to help navigate business health and growth. What Are Call Center Efficiency Metrics?

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Playvox

JANUARY 11, 2024

While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). What is Workforce Management for Call Centers? The result—it’s easier to build schedules and manage the daily fluctuations 3.

Call Center 52

Call Center Schedule adherence call center workforce Management 52