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.

Call Center 81

Call Center Schedule adherence First call resolution Morale 81

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

Playvox

JANUARY 11, 2024

These include staffing levels, employee experience, customer experience, agent workloads, team productivity, team morale, and the cost of labor. And 46% of customers will buy more when given a personalized experience. The result—it’s easier to build schedules and manage the daily fluctuations 3. Is WFM the Fountain of Youth?

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Hodusoft

OCTOBER 22, 2021

Furthermore, allowing competent agents the freedom to retort differently and find creative ways to resolve issues can boost their morale, work engagement, and productivity. Additionally, to improve employee engagement and customer satisfaction, you can employ schedule adherence and conformance metrics. Set personal goals.

Call Center 122

Call Center call center software Schedule adherence Wait times 122