Hodusoft

OCTOBER 22, 2021

Top 10 Tips to Improve the Productivity of Your Call Center Agents. Additionally, to improve employee engagement and customer satisfaction, you can employ schedule adherence and conformance metrics. In general, customers do not seem to enjoy long wait times, either. Particularly, the metric- cost per contact.

Call Center 122

Call Center call center software Schedule adherence Wait times 122

Playvox

JULY 14, 2023

In times where doing more with less is critical, the first place a business should look to save costs is with their people and their processes. A more productive contact center will have shorter wait times and higher First Contact Resolution rates, usually leading to increased customer satisfaction. What is the occupancy rate?

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Hodusoft

DECEMBER 28, 2022

They would spend more time on calls and manage to calm the customers by successfully addressing their concerns. Thus, this metric is very helpful in organizing team benchmarks and determining agents who need more training to serve customers better. Imagine if agents won’t take the stress of maintaining low AHT.

Best practices 52

Best practices Call Center Metrics call center software 52