Tenfold - Contact Center Blog

JULY 9, 2018

It begins with setting metrics. The right metrics or key performance indicators (KPIs) should effectively measure a business’s specific capacities. Here’s a list of the most crucial metrics that inbound call center must measure. Simply put, it’s getting it right the first time and reducing customer effort.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

Customer Service Life

FEBRUARY 28, 2023

It’s at this point in the meeting that they reveal the millions of metrics available to any contact center leader who adopts the platform. As someone who loves my metrics, I get giddy as I start considering just how many I can fit onto a single dashboard. But are more metrics really better?

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Contact Center Metrics Schedule adherence Average Handle Time 83

COPC

APRIL 19, 2023

When designing a balanced scorecard, include the metrics related to your core values and ensure they are weighted appropriately. If you manage a sales organization, your scorecards wouldn’t be complete without conversion metrics. Scorecards should have views into performance over time compared to targets.

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Metrics Schedule adherence Benchmark Average Handle Time 71

Taylor Reach Group

AUGUST 23, 2017

Metrics, Key Performance Indicators (KPI’s), Reports – we have a lot of names for the information and data we review to help keep our centers on track and performing as we want them to. To understand the metrics and reporting that we should be looking at, we need to look at the reasons that reporting exists in the first place.

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Metrics Contact Center Schedule adherence Coaching 66

Pointillist

JANUARY 25, 2019

It’s no easy task, but the right mix of call center metrics and KPIs can help you stay the course. There are many call center metrics you can measure, but only a few KPIs that you will want to monitor over a period of time. So how can you balance the need for operational efficiency with meeting customer expectations?

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Call Center Metrics Abandon rate Average Handle Time 75

3CLogic

NOVEMBER 10, 2021

Metric standards that don’t make sense. Go Beyond Metrics To Offer Individualized Coaching. Monitoring agent performance metrics — which includes service level, agent schedule adherence, call resolution, average handle time, and customer satisfaction — is critical for identifying opportunities to improve.

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Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

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?

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Call Center Schedule adherence Agent burnout Contact Center 67

Serenova

AUGUST 25, 2020

An integrated workforce management system helps contact center leaders get a handle on the schedule adherence battle by building multi-channel schedules with shifts that address multiple activities across. Supports schedule compliance. Monitor agent calls for coaching opportunities.

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Contact Center Schedule adherence Management Coaching 81

Babelforce

NOVEMBER 30, 2022

We’ve divided our definitions into the following categories: Metrics and measurables Technology Contact center terminology Business practices and methodology. Make sure to bookmark this page for the next time someone asks you to define a predictive dialer! Metrics and measurables. Active waiting calls metric.

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Contact Center Interactive Voice Response Call Center Automatic Callback 52

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.

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Interactive Voice Response Call Center Gamification Schedule adherence 62

Talkdesk

JULY 16, 2019

Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification. In a recent customer experience survey by Customer Contact Week, consumers reported the following priorities: Easy handling of their problem Fast issue resolution Friendly, personalized service.

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Call Center Management Average Handle Time Schedule adherence 43

Serenova

AUGUST 25, 2020

Regardless of role or department, maximizing productivity and impact begins with ensuring the right people are working on the right tasks at the right time, based on the priorities of the business. Supports schedule compliance. Schedule adherence assesses how closely a contact center agent follows their scheduled activities.

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Contact Center Schedule adherence Management Coaching 40

Noble Systems

JUNE 27, 2019

It analyzes both live calls and call recordings to prompt agents, spot trends, identify reasons for customer calls, improve quality, measure script adherence and discover training and coaching needs.

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Cloud contact Contact Center Interactive Voice Response Self service 57

Contact Center Geek

MARCH 22, 2019

She is lauded for having the lowest Average Handle Time, highest Call Quality scores, and highest Schedule Adherence. Every manager knows they need to coach their employees, but few will agree on the best way to do it, or even, what “coaching” means. This is a common practice in many contact centers.

Management 48

Management Coaching Contact Center Schedule adherence 48

Dialer 360

NOVEMBER 16, 2018

If it used as a call center metric service level measure with a percentage. For instance, the service level of 95% would achieve 9/10 calls; answers established a time limit. All remove scenario may lead to an increase in average handle time. Usually, this can result in more efficient call handling.

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Service level Contact Center Schedule adherence Call Center 23