OctopusTech

MARCH 1, 2023

Every inbound call center will have unique priorities, but here are some examples of metrics that are usually dashboard-worthy: Average handle times Abandon rate Average wait time Service levels First call resolution Schedule adherence Customer satisfaction Forecast accuracy Net Promoter Score Quality scores 4.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Noble Systems

APRIL 21, 2020

WEM solutions that enable agents to see their schedules and time and activity changes, apply for shift swaps, and request leave, help agents feel more in control. Direct them to knowledgebases, virtual assistants and chatbots when appropriate. Consider dropping the corporate speak and replacing it with more human language and empathy.

Call Center 68

Call Center Schedule adherence Contact Center Gamification 68

Dialer 360

SEPTEMBER 14, 2022

Schedule Adherence. The agent’s adherence to their timetable is indicated by this metric. A chatbot is an AI-based online chatting tool that engages customers and replies to their queries through complex machine learning and algorithms. You can assess the agent’s capacity for effective time management.

Call Center 26

Call Center Interactive Voice Response Schedule adherence First call resolution 26

Playvox

JUNE 22, 2023

Offer omnichannel support options such as an AI-powered chatbot and other self-service options and menu options to reduce the need for some live agent calls. Schedule Adherence Schedule adherence is the amount of time agents work that coincides with the time period they are scheduled to work — sometimes simply called adherence.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52