eBook Metrics Service level Survey 
Playvox
JANUARY 12, 2023
While some customer service centers are transitioning back to the office, agents continue to want the option to work remotely. Agents in our survey considered it the top motivator their contact center can offer, and 56% said they would consider leaving their job if they couldn’t continue. Important KPIs To Track For Remote Agents.
Playvox
NOVEMBER 1, 2022
Remote work is a benefit that’s highly important to customer service agents. Agents in our survey were resounding in their praise for remote work arrangements. A sprawling 2022 survey of more than 20,000 knowledge workers by Microsoft offers some insights. Why bring agents back when even managers are satisfied with it?
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Playvox
APRIL 21, 2023
That means working closely with workforce managers and quality management analysts to ensure that agents are scheduled optimally to serve these channels the way customers want — and that agents are being evaluated on metrics that match up with those standards. 93%) Personalizing the customer service they offer them. (90%)
Playvox
JANUARY 11, 2024
Call center workforce management is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost. Leaders must set the tone for everyone else to follow.
Playvox
JANUARY 25, 2024
Workforce management for contact centers is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost. Contact centers that do so reap the following benefits: 1.
GetFeedback
FEBRUARY 15, 2019
The Net Promoter Score survey isn’t where the magic happens—it’s where it begins. Unlike conventional surveys, you won’t benefit from sitting back and waiting for NPS results to roll in. To get valuable insights, you have survey strategically. This segmentation becomes vital during survey analysis. Who are they?
SharpenCX
MARCH 30, 2021
Read Next] 6 reporting metrics that will level up your customer service. Does our call center technology offer tools to help predict service levels and keep up with customer expectations? Use your call center platform to send out CSAT surveys and encourage customer feedback. What’s my call transfer rate?
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