Playvox

JULY 6, 2022

There’s a lot riding on your contact center schedule. Does it have the right tasks at the right times? Will customers get service in the time they expect ? Even when you get it all set, making sure agents stick to your carefully crafted schedule can be a challenge. Does it meet your agents’ needs?

Schedule adherence 72

Schedule adherence Contact Center Average Handle Time CRM 72

Monet Software

JUNE 10, 2021

8 Tips for Optimizing Schedules and Enhancing Contact Center Workforce Engagement.at the Same Time. Many contact center managers, however, don’t realize how much more value their scheduling activity can deliver to employees, beyond letting agents know when to show up for shifts. A two-for-one.

contact center workforce 122

contact center workforce Average Handle Time Schedule adherence Inbound sales 122

Noble Systems

OCTOBER 18, 2018

Improving contact center agent productivity can have a major impact on bottom-line results. There are many lists of “Top” Contact Center KPIs that you can access with a simple Internet search. There are many lists of “Top” Contact Center KPIs that you can access with a simple Internet search.

Gamification 60

Gamification Contact Center Schedule adherence Average Handle Time 60

Callminer

APRIL 24, 2020

The metrics you should prioritize are those which measure service level, call resolution, average handle time, agent schedule adherence, call abandonment, average hold time, and call abandonment. Using contact center performance management software , like CallMiner , can help streamline the process.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

COPC

APRIL 19, 2023

Source: Global Benchmarking Series | CX Understanding and Strategy For example, if your goal is to be a low-cost outsourcer, efficiency metrics like average handle time (AHT) should be at the forefront of your scorecards. Supporting that statement with a scorecard helps align these views.

Metrics 71

Metrics Schedule adherence Benchmark Average Handle Time 71

Customer Service Life

FEBRUARY 28, 2023

I’ve come to the realization recently after seeing several demos of various CCaaS (Contact Center as a Service) platforms that there’s a flaw in the whole selling process. 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.

Contact Center 83

Contact Center Metrics Schedule adherence Average Handle Time 83

Babelforce

NOVEMBER 30, 2022

(Working with contact centers around the world, we know that better than anyone!). That’s why we’ve put together a glossary covering some key CX terms, with some links to further resources so you can become your company’s CX expert in no time. Check back here for new definitions as we update the page.).

Contact Center 52

Contact Center Interactive Voice Response Call Center Automatic Callback 52