Benchmark, Multichannel and Schedule adherence

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Benchmark

Multichannel

Schedule adherence

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

Playvox

JULY 14, 2023

Are agents working on what they are scheduled to do? Look at schedule adherence and schedule compliance metrics. Average handle time and response time vary by channel, so it’s critical to benchmark and track by channel. Accurate forecasting is critical and will tie directly to your agents’ schedule adherence.

Contact Center

Contact Center Coaching Schedule adherence Abandon rate

Emphasizing Customer-Focused Metrics in Non-Voice Channels

COPC

APRIL 6, 2018

Many call center metrics focus on platform efficiencies like speed of answer, handle time, schedule adherence, etc. In Customer Experience Management Benchmark (CXMB) Series research conducted by COPC Inc. and Execs In The Know, consumers are very clear regarding their expectations of non-voice solutions.

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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