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Remove call center workforce Remove Customer Care Remove Schedule adherence Related Topics
Abandon rate Abandon Call Average Handle Time Service level Time management Benchmark Gamification Interactive Voice Response Quality management contact center solutions More Related Topics >
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KPI 101: Call Center Workforce Management Metrics

Global Response

DECEMBER 2, 2022

Start measuring performance by creating a dashboard Metrics are used by customer care teams to measure performance and signal when changes are needed to make improvements. Schedule adherence refers to how well an employee complies with their scheduled work times, including start, stop, break and time off.

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call center workforce Metrics Call Center Management 62
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Top Call Center Efficiency Metrics And How To Improve Them

Playvox

JUNE 22, 2023

Ultimately delivering outstanding customer experiences should be a strategic business priority for organizations if it isn’t already. For customer support leaders, metrics tied to the goal of delivering and improving upon outstanding customer care and experiences should matter the most and be top priorities.

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Call Center Metrics Schedule adherence Average Handle Time 52
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