Global Response

DECEMBER 2, 2022

Start measuring performance by creating a dashboard Metrics are used by customer care teams to measure performance and signal when changes are needed to make improvements. But each account customizes the metrics to its specific situation, which may differ by product category, industry, sales strategy or any number of factors.

call center workforce 62

call center workforce Metrics Call Center Management 62

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. This ultimately means better experiences for your customers. Supports schedule compliance.

Contact Center 81

Contact Center Schedule adherence Management Coaching 81

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. This ultimately means better experiences for your customers. Supports schedule compliance. Minimize hold time.

Contact Center 40

Contact Center Schedule adherence Management Coaching 40

Pointillist

JANUARY 25, 2019

According to industry analyst firm CEB, customer satisfaction really suffers after high-effort or time-intensive interactions. Adherence to Schedule Another productivity related call center metric, adherence to schedule assesses how well agents manage their on-the-job time.

Call Center 75

Call Center Metrics Abandon rate Average Handle Time 75