Contact center software industry standards Quality management Wait times 
NobelBiz
SEPTEMBER 12, 2023
Brad Butler, Contact Center Software Consultant @NobelBiz How is Talk Time Measured? Measuring Talk Time is like clocking the duration of a 100m dash – it seems straightforward, but there’s more to it than meets the eye. Feedback Loop Creating a feedback loop is integral to agent improvement.
NobelBiz
FEBRUARY 14, 2022
After-call work time The after-call work time calculates the time required for call center agents to perform their tasks following each call. This indicator enables managers to assess agents’ success in performing needed post-call work and to determine how much time should be devoted to post-call work.
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