Average Handle Time Management Personalization Schedule adherence 
Playvox
AUGUST 25, 2022
As workforce management professionals, we are faced with the daunting task of figuring out the ideal forecast, matching that forecast with a schedule and then making sure that our “master plan” works in the real world – meaning all the people that we are counting on for their shifts work their shifts as planned. Balloon Game.
Contact Center Pipeline
JULY 13, 2016
You have an overwhelming array of statistical performance measurements to track and analyze, such as average handle time, schedule adherence, personnel budgets, workforce management, voice of the customer tracking, etc. You have a large number of people to lead.
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Fonolo
MARCH 2, 2021
But most metrics that contact center managers use to measure agents focus on optimizing them rather than encouraging them. Gone are the days when occupancy rate and average handle time were used to browbeat agents. I’m personally in favour of a more straightforward NPS system: Yes or No. Schedule Adherence.
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?
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. Still, many managers use this back to front.
Fonolo
OCTOBER 13, 2022
Stress levels go up and KPIs like First Call Resolution and Average Handle Time are impacted. Let’s say a part-time agent is scheduled for 20 hours in a week, and spends 4 hours doing other tasks: the shrinkage rate for that person is 4/20 or 20%. Track Schedule Adherence. Address Absenteeism.
Fonolo
SEPTEMBER 16, 2022
Call center managers have little control over some of the external factors affecting the time agents spend actually taking calls, though you can work to improve absenteeism and schedule adherence. . External Factors Include: Sick time. Scheduled holidays and vacations. What Causes Shrinkage? .
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