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. Are agents working on what they are scheduled to do? How are managers delivering coaching?

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Talkdesk

JULY 16, 2019

What is Performance Management? Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. That’s where leveraging contact center performance management software can help. The answer is both.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Serenova

AUGUST 25, 2020

For this reason, workforce management has become a core focus of discussion amongst leaders looking to take their contact centers to the next level. However, a recent study highlighted that more than 69% of businesses still have no cross-channel workforce management solution in place. What is Workforce Management?

Contact Center 40

Contact Center Schedule adherence Management Coaching 40

NICE inContact

NOVEMBER 28, 2018

If you’ve manage an aging contact center, then you’ve probably identified several inefficiencies which limit your success. Whatever the reason, when troubles reduce the contact center to nothing more than a tightly managed expense, it becomes very difficult to ask for improvements. This is not some get rich quick scheme.

Contact Center 48

Contact Center Schedule adherence Average Handle Time First call resolution 48

COPC

APRIL 19, 2023

Previously, we discussed the importance of a well-designed scorecard in our blog, Benefits of a Balanced Scorecard for Performance Management. Striking the perfect balance in a scorecard is essential for maximizing its effectiveness as a robust performance management tool. Even utilization may be out of an agent’s hands.

Metrics 73

Metrics Schedule adherence Benchmark Average Handle Time 73

Fonolo

AUGUST 15, 2023

Agents need time to take a breath and collect their thoughts between calls; If they don't get it, their performance suffers, followed by higher absenteeism and, eventually, agent attrition. cctr #occupancy #cctrmanagement Click To Tweet Keeping a close eye on the occupancy rate allows contact center managers to prevent agent burnout.

Call Center 67

Call Center Schedule adherence Contact Center Agent burnout 67

Talkdesk

JUNE 7, 2019

Understanding shrinkage percentage as a call center key performance indicator (KPI), how to calculate and manage it can give you an edge in improving customer interactions, average handle time, service level, and your own bottom line. This percentage is known as shrinkage. What is Call Center Shrinkage?

Call Center 46

Call Center Schedule adherence Average Handle Time Contact Center 46

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. In uncertain economic times, they become even more critical to help navigate business health and growth. What trends, such as AI , will shape CX in the coming years?

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

3CLogic

NOVEMBER 10, 2021

7 Employee Retention Strategies For Contact Center Managers. 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.

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

Babelforce

NOVEMBER 30, 2022

Average speed of Answer is a call center KPI which indicates the average amount of time a caller must wait to reach an agent after they’ve entered a queue. This does not include time spent navigating an IVR system. Average Handling Time (AHT). Schedule adherence. Call center blockage.

Contact Center 52

Contact Center Interactive Voice Response Call Center Automatic Callback 52

JustCall

MARCH 9, 2023

While earlier businesses didn’t focus much on delivering value to customers through their call centers, the trends today have changed. Call Arrival Rate It is a type of call volume metric that tells a business how many calls are being received by all agents within a set period of time.

Contact Center 52

Contact Center Metrics Abandon rate Average Handle Time 52

Noble Systems

JUNE 27, 2019

It analyzes both live calls and call recordings to prompt agents, spot trends, identify reasons for customer calls, improve quality, measure script adherence and discover training and coaching needs. Workforce Management (WFM). Historical and real-time reporting. Comprehensive inbound and proactive outbound.

Cloud contact 57

Cloud contact Contact Center Interactive Voice Response Self service 57

Pointillist

JANUARY 25, 2019

Customer service leaders need to tune in to one set of KPIs, but front-line managers need a different view. First Response Time (FRT) This KPI gauges the amount of time a customer must wait before connecting with an agent. Often, call centers look at this number daily and weekly, but also evaluate annual trends.

Call Center 75

Call Center Metrics Abandon rate Average Handle Time 75

Taylor Reach Group

AUGUST 23, 2017

We are all familiar with the maxim that “you can’t manage what you don’t measure”, and it is certainly true. Management and their immediate Team Leaders define what those performance standards are. Best practice is for management to be transparent regarding what the performance standards are and why they are important.

Metrics 66

Metrics Contact Center Schedule adherence Coaching 66