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.
Transparent BPO
MARCH 11, 2020
.” That adage, coined by Peter Drucker, a man regarded as the inventor of modern business management, testifies to the fact that measuring performance is vital to the success of any business or industry — including the contact center industry. “There is a term used in the industry: internal benchmarking,” he said.
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Talkdesk
MAY 12, 2020
The latest trend in at-home agent training centers around online, specialized tools that offer hands-on practice with a contact center interface, testing employees’ ability to learn and adapt to a technology they’ll be using daily. Encourage them to introduce their role on the team as well as how the agents can contact them.
Playvox
JULY 14, 2023
Providing an ever-improving customer experience while boosting contact center agent productivity is paramount for your business. Here’s the blueprint for achieving greater agent productivity in your call center. The quality of customer service and support can also have an impact on the productivity of a contact center.
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. . Scheduled holidays and vacations. Popular Call Center Benchmarks. External Factors Include: Sick time.
Contact Center Pipeline
JANUARY 16, 2019
According to Benchmark Portal, absenteeism equates to 6.48% of all scheduled hours in a contact center. Absenteeism is a pain, we all know that. Everyone is looking for a silver bullet to stop absenteeism. A quick Google search brings up thousands of articles with countless ideas for reducing absenteeism.
Call Design
JULY 6, 2021
Here’s a list of 10 key metrics that can be used by contact centre managers to ensure the delivery of both strong customer experiences and financial performance through workforce efficiency. According to a Contact Center Helper report, 95.7% First Contact Resolution. Customer Satisfaction. Net Promoter Score.
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