ViiBE Blog

APRIL 28, 2021

Key Performance Indicators (KPI)s are metrics used to measure employee performance and change from industry to industry. Call centers and contact centers have industry-specific KPIs to measure agent performance. What are the KPIs in a call center? Employee break time.

Call Center 98

Call Center Schedule adherence Average Handle Time First call resolution 98

Hodusoft

JUNE 7, 2024

Some of the responsibilities of call center agents include creating tickets or cases, reports, templates, as well as taking follow-up actions. What Are the Key Skills of Call or Contact Center Professionals? In such an industry, nothing is unexpected and employees must be prepared for all eventualities.

Best practices 52

Best practices Call Center Omni-channel support Management 52

OctopusTech

MARCH 1, 2023

This makes it easier for customer service teams to provide 24-hour support since they have employees working in different time zones. Call centers will also utilize call center tools that assist with the distribution of inbound calls.

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Interactive Voice Response Call Center Gamification Schedule adherence 62

Hodusoft

DECEMBER 28, 2022

5 metrics to evaluate the success of call center management. This metric gives a detailed analysis of the utilized time by the agents across their shifts. It is an excellent indicator to track the agent’s performance and monitor their schedule adherence. Here is how businesses can achieve these results.

Best practices 52

Best practices Call Center Metrics call center software 52