Fonolo

SEPTEMBER 21, 2023

TIP: Common KPIs for contact center agents can include average handle time (AHT), first call resolution (FCR), and customer satisfaction score (CSat). Schedule Adherence Schedule Adherence is another older metric that can still be a useful measure of agent attendance.

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

Fonolo

MAY 30, 2023

DID YOU KNOW: Call-backs work as an insurance policy when call volumes are peaking. By scheduling call-backs for quieter times, you increase efficiency and decrease agent downtime. Meeting service level agreements Customers value a fast response when they reach out for customer support.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Serenova

AUGUST 25, 2020

Such a disconnect leads to the following questions: How can organizations best support agents’ productivity so they not only meet but exceed their goals? This ultimately means better experiences for your customers. Supports schedule compliance. Supports regulatory compliance.

Contact Center 81

Contact Center Schedule adherence Management Coaching 81

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

Serenova

AUGUST 25, 2020

Such a disconnect leads to the following questions: How can organizations best support agents’ productivity so they not only meet but exceed their goals? This ultimately means better experiences for your customers. Supports schedule compliance. Supports schedule compliance.

Contact Center 40

Contact Center Schedule adherence Management Coaching 40

Pointillist

JANUARY 25, 2019

By Swati Sahai Call centers are an operationally-complex element of your business, but they play a big role in your customers’ experience with your company. So how can you balance the need for operational efficiency with meeting customer expectations? Many find an adherence rate of 80% to be a good target.

Call Center 75

Call Center Metrics Abandon rate Average Handle Time 75