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. Are agents working on what they are scheduled to do?

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

3CLogic

NOVEMBER 10, 2021

So why is high employee turnover so common among contact centers? According to a report from research-driven AI company ASAPP , the primary reasons for contact center attrition are: Inadequate training. Follow the strategies below to improve employee retention in your contact center.

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

Playvox

JANUARY 11, 2024

Administrative time is reduced because AI-powered software factors in staffing and call volume forecasts, agent availability, and business needs. The result—it’s easier to build schedules and manage the daily fluctuations 3. This is the amount of time an agent works that coincides with the time they are scheduled to work.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Playvox

JUNE 22, 2023

Provide adequate agent training to be able to resolve customer questions and challenges with “one stop” and more quickly and efficiently. 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.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52