ViiBE Blog

APRIL 28, 2021

We will introduce you to some crucial KPIs and explain how to use them to improve your call center agents’ performance. Here are the five KPIs that we will focus on: Average Handle Time. These three factors are then averaged by the total number of calls to find the AHT. Average Speed of Answer.

Call Center 98

Call Center Schedule adherence Average Handle Time First call resolution 98

3CLogic

NOVEMBER 10, 2021

Monitoring agent performance metrics — which includes service level, agent schedule adherence, call resolution, average handle time, and customer satisfaction — is critical for identifying opportunities to improve. So how can you ensure you maintain or improve first call resolution rates?

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

Fonolo

SEPTEMBER 28, 2021

Although you may not be able to tell if someone possesses these qualities strictly based on their CV, you can get a better idea if their personality is suited for the job by integrating a role-playing exercise into your interview process. Have a situation in mind and act as if you were the customer on a phone call with the candidate.

Call Center 150

Call Center Management Agent burnout Employee engagement 150