Fonolo

JUNE 9, 2020

One of the most challenging aspects of running a contact center is managing your team. Metrics for Evaluating Contact Center Agent Performance. The first rule of business performance management: don’t make decisions blindly. Average Handle Time (AHT). Where should you begin? Did you know? Occupancy Rate.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

Calltools

FEBRUARY 2, 2022

But which agent KPI metrics should you focus on? We’ll break down the top KPIs to consider in your call center to get you on the path to better process management! Calls per agent is one of the most fundamental agent KPI metrics. Manage break requests. Average Handle Time. Improve the talk time.

Call Center 52

Call Center Metrics Average Handle Time First call resolution 52

NobelBiz

SEPTEMBER 12, 2023

For call centers, metrics provide insights that shape strategies and determine operational efficiency. Among these metrics, the “Talk” metric stands out as a vital instrument. Understanding the Average Talk Time metric Average Talk Time represents the actual duration an agent spends conversing with a customer.

Metrics 52

Metrics Call Center Outbound sales Contact Center 52

Fonolo

AUGUST 17, 2021

The Contact Center Guide to Managing Spikes in Call Volume. Use metrics and act on them. Use historical data, analytics, and call center metrics to measure your agents’ and overall call center’s performance. The Executive Guide to Improving 6 Call Center Metrics. Be strategic in your workforce management, or scheduling.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

Playvox

JANUARY 11, 2024

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). What is Workforce Management for Call Centers?

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Callminer

JUNE 21, 2017

Promoting employee morale by showcasing past successes: training time is an excellent space to rally morale and help inspire staff members, especially when faced with concrete examples of positive results and behaviour by their peers. There are a number of tried and tested training methods managers can rely upon.

Best practices 174

Best practices Call Center Morale Coaching 174

Outsource Consultants

MARCH 29, 2021

But not all outsource call center partnerships are created equal — and they all require management. Otherwise, you’re fighting for metrics that don’t drive business results for your brand. Sometimes one KPI will inevitably lower another, and KPI cannibalization is the act of setting success metrics that pull in opposite directions.

Management 76

Management Calibration Call Center Average Handle Time 76

Fonolo

NOVEMBER 24, 2020

I predict that all the leaders, managers, team leaders, and agents will look back and realize how much they grew from the empathy and compassion they gave and how it helped their customers — their fellow human beings.” So, when they change, management tends to take notice. Consumer desires drive profitability.

Contact Center 159

Contact Center Average Handle Time Consulting Consulting 159

NobelBiz

MARCH 5, 2024

Are you grappling with the complexities of call center metrics, seeking to elevate customer experience, and driving operational excellence through insightful data analysis? This comprehensive approach allows businesses of all sizes to unlock a deeper understanding of their customer’s journey, preferences, and pain points.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

The Northridge Group

JULY 20, 2023

However, as AI and other emerging technologies evolve to support associates and handle the more transactional issues, traditional productivity metrics have evolved as well. Even Some of the Best KPIs Can Be Misleading Cost-per-contact and Average Handle Time (AHT) are two metrics that may present misleading information.

Contact Center 121

Contact Center Abandon rate contact center associations Metrics 121

Outsource Consultants

JANUARY 3, 2024

Grading our 2023 BPO Industry Predictions Prediction: Agent Morale is 2023’s Top Priority In late 2022, we heard from new clients that a key concern for 2023 was partnering with BPO vendors adept at managing rising attrition rates. This change in focus led clients to make decisions increasingly based on agent satisfaction levels.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

Playvox

JULY 14, 2023

Contact Center Agent Productivity Defined Call center agent productivity is based on the efficiency and effectiveness with which your agents handle customer interactions, such as incoming calls, emails, chats, and social interactions. Look at schedule adherence and schedule compliance metrics. How accurate is your forecast to actuals?

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

CCNG

JANUARY 4, 2023

Simply scanning paper-based manuals into electronic for­mats, or using legacy knowledge management software does not provide the high-impact, just-in-time informa­tion that today’s customers want. Customers are getting more demanding and many managers are looking for ways to break through to higher levels of customer satis­faction.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Fonolo

SEPTEMBER 14, 2023

Executives and managers know that contact center goal-setting helps usher in progress and bring about positive change. In a busy customer service department, having an agreed-upon set of milestones helps you cross the finish line because it clarifies decision-making, keeps morale up, and can even reduce agent turnover.

Contact Center 91

Contact Center Call Center Average Handle Time Construction 91

Monet Software

JULY 30, 2019

As a call center manager, these waves of data that come from different channels and platforms can be overwhelming. Metrics and Key Performance Indicators (KPIs) should help you monitor and analyze this data but again, there are so many of them. We selected the top call center metrics that will really help your call center succeed.

Call Center 54

Call Center Metrics Abandon rate Schedule adherence 54

Fonolo

OCTOBER 13, 2022

Stress levels go up and KPIs like First Call Resolution and Average Handle Time are impacted. Schedule adherence is an area where your workforce management (WFM) tools can be very helpful. Unplanned absences are part of your shrinkage metric. Track Schedule Adherence. Address Absenteeism.

Call Center 81

Call Center Schedule adherence First call resolution Morale 81

Monet Software

APRIL 24, 2020

Unfortunately, working from home can also have a negative impact on morale and providing an exceptional customer experience. Management and motivational techniques are also required to overcome these new challenges. Manage to the Metrics. So let’s get started! The Rules Still Apply.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

SharpenCX

OCTOBER 22, 2019

You’re sitting in your 1:1 with Heather reviewing the same missed metrics you talked about last week. Or, maybe, Heather knows the metrics she needs to meet, but she has no way of seeing how she’s progressing towards those goals daily. It’ll improve agent morale and engagement, and skyrocket your business outcomes. What gives?

Metrics 64

Metrics Call Center Abandon rate Customer Service 64

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

Hodusoft

OCTOBER 22, 2021

Particularly, the metric- cost per contact. Therefore, maintaining improve call center productivity, agent productivity can be a difficult task for managers. Call center managers can target other pressing issues as a result of streamlining workflow. Engage agents. Allow frequent breaks. Examine key performance indicators (KPIs).

Call Center 122

Call Center call center software Schedule adherence Wait times 122

Playvox

APRIL 4, 2023

Just like agents are protecting your company, contact center leaders and managers need to protect them and their mental health. To keep turnover under control, you have to make sure your managers are trained to keep engagement up and morale high. Gallup reports that low-effort managers engaging in “quiet firing” is a big issue.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Comm100

SEPTEMBER 28, 2022

Here are some things to look for with this metric: How many chats are agents accepting as opposed to rejecting or passing off to other agents? Is your live chat count lower or higher than what your company is aiming for? A high number of missed chats may also indicate that agents are spending too much time on each chat.

Average Handle Time 91

Average Handle Time Benchmark Wait times Metrics 91

JustCall

MARCH 6, 2023

Call Center Productivity and Metrics Call center metrics are crucial to understand and measure performance. Over time, they indicate the need for more training. There is no one universal set of metrics for everyone to follow. Here again, the metrics will differ. Here again, the metrics will differ.

Call Center 52

Call Center Abandon rate Average Handle Time Metrics 52

Monet Software

OCTOBER 28, 2020

But maybe you just need to boost motivation, morale and workforce engagement as this crazy year (finally!) It builds up over time and needs more intensive interventions (which we’ll discuss in our next blog). Managers can encourage active breaks with some light stretching, for example, to inject some mood-improving endorphins.

Employee engagement 90

Employee engagement Call Center Morale call center workforce 90

SharpenCX

MARCH 10, 2020

You’re praised for your low Average Handle Time, high First Call Resolution, and outstanding CSAT Scores. And after a year of dedication, you’re promoted to manager of your call center. But this time… you take on a new role without any training. So, how do you manage a call center team?

Call Center 67

Call Center Management Coaching Metrics 67

ViiBE Blog

APRIL 8, 2021

Call center metrics. Among the dozens of different metrics you can use, let’s focus on three KPIs. Average Handle Time. Average Handle Time ( AHT ) is a metric that measures the average total time an agent spends on a call. Knowledge management. Agent Attrition Rate.

Call center experience 52

Call center experience Call Center Average Handle Time call center software 52

3CLogic

NOVEMBER 10, 2021

Consider the additional effect on employee morale, the ongoing loss in intellectual property, and the long-term implications for the customer experience — the costs can grow far beyond immediate operational expenses. Metric standards that don’t make sense. 7 Employee Retention Strategies For Contact Center Managers.

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

Enghouse Interactive

SEPTEMBER 30, 2021

More importantly, you need to pick the right metrics to reward success to encourage the right behaviours. For example, if you simply base winning on the number of completed calls or emails, or Average Handling Time (AHT), agents could be tempted to cherry-pick easier/faster queries above more complex ones.

Customer Service 53

Customer Service Brand ambassadors Average Handle Time Morale 53

Playvox

MARCH 27, 2023

Setting goals can also help managers monitor agent performance and identify areas where additional training or coaching may be needed. By regularly reviewing progress toward these goals, managers can provide feedback and support to help agents achieve their targets. This fosters a sense of teamwork and camaraderie among agents.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

Fonolo

DECEMBER 17, 2019

And it’s easy to see why: More than 75% of service professionals using AI report improved prioritization of agents’ work, increased first contact resolution rate and CSAT or NPS scores, higher agent morale and reduced call volume and handling time.

Contact Center 76

Contact Center Average Handle Time Morale Call Center 76

SharpenCX

FEBRUARY 25, 2020

As a call center manager, not only do you deal with high-stress customer situations, but you’re also responsible for team strategy, performance goals, management of budgets, employee satisfaction and coaching. And, this hurts you, team morale, and your customers. Call centers are the front lines. Stress stress stress!

Call Center 76

Call Center Morale Metrics Abandon rate 76

NobelBiz

JUNE 19, 2023

. – Brad Butler, Contact Center Software Consultant @ NobelBiz Mastering the Art of Real-Time Monitoring as a Call Center Supervisor Real-time monitoring is an art that, once mastered, opens a new dimension of customer service management. Agent Monitoring The focal point of real-time monitoring is agent monitoring.

Call Center 52

Call Center Coaching Contact Center Metrics 52

NobelBiz

AUGUST 28, 2023

The idea to put together this article was inspired by one of our webinars, where Christian Montes and Mike McGuire shared some amazing insights about what makes a contact center tick and how to increase its overall metrics and performance. High turnover not only affects the contact center performance but also dampens team morale.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

NobelBiz

FEBRUARY 22, 2023

The name of this metric and Key Performance Indicator is the Call Center Shrinkage. Customers will be less satisfied if employees aren’t available to help, which will lead to longer hold periods and higher wait times. Managers can determine the number of agents needed to handle incoming and departing calls by calculating shrinkage.

Call Center 52

Call Center contact center solutions Contact Center Cloud contact 52

NobelBiz

FEBRUARY 27, 2023

In our sphere, a successful contact center is defined by its ability to manage customer interactions and meet their needs, while also operating in an efficient and cost-effective manner. To become a successful contact center, managers should pay exhaustive attention to four aspects, the first of which is a well trained workforce.

Contact Center 52

Contact Center Self service Metrics Wait times 52

Hodusoft

OCTOBER 19, 2023

They help manage customer interactions by serving as the initial point of contact. By managing urgent issues on priority, customer satisfaction and loyalty can be enhanced greatly. Workforce Management Another key strategy to reduce costs in your contact center is optimizing workforce management. from 2023 to 2028.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

Eptica

SEPTEMBER 18, 2019

More importantly, you need to pick the right metrics to reward success in order to encourage the right behaviors. For example, if you simply base winning on the number of completed calls or emails, or Average Handling Time (AHT), agents could be tempted to cherry-pick easier/faster queries above more complex ones.

Customer Service 66

Customer Service Brand ambassadors Contact Center Average Handle Time 66