Aspect

OCTOBER 15, 2020

Every year Aspect surveys over 500 contact center agents to understand their attitudes and preferences for our Agent Experience Index. This year our survey uncovered some interesting predictions of agent behavior never seen before. It’s not hard to draw a direct connection between performance awareness and success.

call center workforce 62

call center workforce Morale Surveys Call Center 62

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. In uncertain economic times, they become even more critical to help navigate business health and growth. What Are Call Center Efficiency Metrics?

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Dialer 360

SEPTEMBER 14, 2022

You can assess the agent’s capacity for effective time management. Customer Satisfaction Surveys. Customer satisfaction ratings generally come into the picture during feedback surveys, which are conducted at the end of a call. The customers are given the option to provide a score over call satisfaction.

Call Center 26

Call Center Interactive Voice Response Schedule adherence First call resolution 26