Playvox

JULY 14, 2023

Contact Center Agent Productivity Defined Call center agent productivity is based on the efficiency and effectiveness with which your agents handle customer interactions, such as incoming calls, emails, chats, and social interactions. How long does it take agents to handle an inbound call or inquiry?

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Playvox

JANUARY 11, 2024

When contact center agents feel valued and are recognized for their efforts, they’re more likely to stay and grow with your company. Happy agents who stick around and become more seasoned can deliver the outstanding customer experience your contact center strives for. Schedule a demo of Playvox’s Workforce Management.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Playvox

JUNE 22, 2023

Availability Rate This is the proportion of time an agent is actively ready to work with customers but not engaged directly with a customer, sometimes referred to as idle time or available time. For synchronous contacts, this includes hold times, transfers, and after-call work.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52