ViiBE Blog

APRIL 28, 2021

So how can you evaluate a call center agent’s performance? This article will teach you how to measure an agent’s performance and other important customer service metrics. How do you measure the performance of an agent? There are dozens of different KPIs to measure the performance of your call center.

Call Center 98

Call Center Schedule adherence Average Handle Time First call resolution 98

Fonolo

SEPTEMBER 21, 2023

TIP: Common KPIs for contact center agents can include average handle time (AHT), first call resolution (FCR), and customer satisfaction score (CSat). Establish Your KPI Tracking Methods If you don’t already have a system to track agent performance, it’s time to upgrade.

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

Call Design

JULY 6, 2021

Understanding how to make a profit on the double bottom line (DBL) involves employing a broad range of KPIs and key metrics to ensure a contact centre meets every need that a business may have in supporting their customers. The industry benchmark for the first call resolution measurement is between 70% to 75%.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

NICE inContact

NOVEMBER 28, 2018

Here is one of many suggestions for how to do this. When using older contact center systems, you are likely to find inefficiencies in the areas of average handle times (AHT), first call resolution (FCR), and agent occupancy. Here is an example* of how improving these KPI’s can lead to big savings.

Contact Center 48

Contact Center Schedule adherence Average Handle Time First call resolution 48

Call Design

SEPTEMBER 21, 2021

Metrics include: • First call resolution. Average speed to answer. Average handle time. Average after work time. Schedule adherence. The post How To Use Gamification To Improve CX In Your Contact Centre appeared first on Call Design.

Gamification 78

Gamification Schedule adherence Average Handle Time First call resolution 78

Monet Software

JUNE 10, 2021

An optimal schedule is cost-efficient and good for the bottom line, but it can also be a core part of the employee engagement strategy, if you follow a few simple tips. #1 Assigning peak periods to your most capable and experienced agents is a great way to get through crunch time with aplomb. 1 Start with Data.

contact center workforce 122

contact center workforce Average Handle Time Schedule adherence Inbound sales 122

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