Calibration, Schedule adherence, Surveys and Wait times

10 Key Metrics and KPI’s for Contact Centre Performance

Call Design

JULY 6, 2021

A common grade of service is 70% in 20 seconds however service level goals should take into account corporate objectives, market position, caller captivity, customer perceptions of the company, benchmarking surveys and what your competitors are doing. Calibration is key when measuring quality to ensure any suggestion of bias is removed.

Metrics

Metrics Average Handle Time Schedule adherence Calibration

Workforce Optimization: What It is and Why You Need It

Playvox

JANUARY 25, 2024

Schedule adherence – When agents don’t adhere to schedules, they aren’t available to service customers as planned. This results in long wait times and abandoned conversations. Automation solutions go hand in hand with workforce optimization, and are in fact, sometimes synonymous with WFO.

Coaching

Coaching Contact Center Quality management Schedule adherence

Customer Contact Central

10 Key Metrics and KPI’s for Contact Centre Performance

Workforce Optimization: What It is and Why You Need It

Webinars

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