Fonolo

SEPTEMBER 21, 2023

Surveying your agents and gaining qualitative feedback can help you identify gaps in your operational processes, especially when compared with quantitative data. 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

Playvox

JANUARY 11, 2024

The key functions of contact center workforce management are: Long-term capacity planning Interaction volume forecasting Staff scheduling Intraday management Historically call center managers maintained spreadsheets for agent forecasting and scheduling. And 46% of customers will buy more when given a personalized experience.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Monet Software

JULY 30, 2019

Tip: You can tie your Customer Satisfaction surveys to key moments such as customer onboarding, after a customer support interaction, or a contract renewal. Customer Experience. Customer Effort Score: Customer Effort Score (CES) measures how hard it is for a customer to get connected to an agent/advisor.

Call Center 54

Call Center Metrics Abandon rate Schedule adherence 54