Playvox

JULY 14, 2023

Providing an ever-improving customer experience while boosting contact center agent productivity is paramount for your business. During the best of economic times, it’s a smart business practice. Here’s the blueprint for achieving greater agent productivity in your call center.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Fonolo

SEPTEMBER 21, 2023

Ready to level up your contact center team? Improving call center agent performance can seem overwhelming, and you might wonder where to start. TIP: Common KPIs for contact center agents can include average handle time (AHT), first call resolution (FCR), and customer satisfaction score (CSat).

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

Fonolo

OCTOBER 13, 2022

A shrinkage rate of 30-35% is considered to be acceptable in the contact center industry, and you should plan your staffing with this number in mind. When shrinkage starts to creep up, it can create a domino effect that has a negative impact on your call center operations. Track Schedule Adherence. DID YOU KNOW?

Call Center 81

Call Center Schedule adherence First call resolution Morale 81

Playvox

JANUARY 11, 2024

Call center workforce management is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost. WFM to the rescue.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

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

Hodusoft

OCTOBER 22, 2021

Call center managers can target other pressing issues as a result of streamlining workflow. Furthermore, allowing competent agents the freedom to retort differently and find creative ways to resolve issues can boost their morale, work engagement, and productivity. Engage agents. Examine key performance indicators (KPIs).

Call Center 122

Call Center call center software Schedule adherence Wait times 122

Monet Software

JULY 25, 2019

Workforce management in a contact center or help desk is the art and science of having the right number of employees with the right skills at the right times, to meet accurately forecasted volumes of work at a predetermined service level with minimized costs. Is Workforce Management Software important?

Management 48

Management Schedule adherence Morale Average Handle Time 48