Playvox

JULY 6, 2022

There’s a lot riding on your contact center schedule. Even when you get it all set, making sure agents stick to your carefully crafted schedule can be a challenge. But how well your agents follow their schedules is an important metric to manage in your contact center — one called schedule adherence.

Schedule adherence 72

Schedule adherence Contact Center Average Handle Time CRM 72

COPC

APRIL 19, 2023

Source: Global Benchmarking Series | CX Understanding and Strategy For example, if your goal is to be a low-cost outsourcer, efficiency metrics like average handle time (AHT) should be at the forefront of your scorecards. Supporting that statement with a scorecard helps align these views. Even utilization may be out of an agent’s hands.

Metrics 71

Metrics Schedule adherence Benchmark Average Handle Time 71

Pointillist

JANUARY 25, 2019

There are many call center metrics you can measure, but only a few KPIs that you will want to monitor over a period of time. This definitive list will help you ensure you are not missing out on any essential call center metrics and help make strategic choices about which KPIs to track.

Call Center 75

Call Center Metrics Abandon rate Average Handle Time 75