Benchmark, Metrics, Multichannel and Schedule adherence

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Benchmark

Metrics

Multichannel

Schedule adherence

How to Measure Contact Center Agent Productivity and Five Ways to Boost It

Playvox

JULY 14, 2023

It’s key to understand the complexities of these metrics to know if they are leading to improved satisfaction or if customers are left feeling rushed and problems are left unresolved. Are agents working on what they are scheduled to do? Look at schedule adherence and schedule compliance metrics.

Contact Center

Contact Center Coaching Schedule adherence Abandon rate

Emphasizing Customer-Focused Metrics in Non-Voice Channels

COPC

APRIL 6, 2018

Beyond the technological challenges related to these sorts of non-voice interactions, organizations are still not sure which metrics they should use or how to apply traditional CX metrics. Many call center metrics focus on platform efficiencies like speed of answer, handle time, schedule adherence, etc.

Metrics

Metrics Schedule adherence Multichannel Benchmark

Customer Contact Central

How to Measure Contact Center Agent Productivity and Five Ways to Boost It

Emphasizing Customer-Focused Metrics in Non-Voice Channels

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