ViiBE Blog

APRIL 28, 2021

Key Performance Indicators (KPI)s are metrics used to measure employee performance and change from industry to industry. Call centers and contact centers have industry-specific KPIs to measure agent performance. What are the KPIs in a call center? First call resolution rate.

Call Center 98

Call Center Schedule adherence Average Handle Time First call resolution 98

Hodusoft

OCTOBER 22, 2021

Call centers are typically considered cost centers, evaluated primarily based on the results they produce. Due to its highly competitive nature, it is one of the toughest, and demanding industries. Therefore, maintaining improve call center productivity, agent productivity can be a difficult task for managers. Prompt responses.

Call Center 122

Call Center call center software Schedule adherence Wait times 122

Call Design

JULY 6, 2021

The contact centre industry is the backbone of brands all over the globe. The industry benchmark for the first call resolution measurement is between 70% to 75%. The industry median net promoter score is +44, meaning there’s generally more positive promoter scores than negative. Net Promoter Score.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

Hodusoft

JUNE 7, 2024

Some of the responsibilities of call center agents include creating tickets or cases, reports, templates, as well as taking follow-up actions. What Are the Key Skills of Call or Contact Center Professionals? Problem-Solving Skills The call center industry is one of the most fast-paced and dynamic industries than many other sectors.

Best practices 52

Best practices Call Center Omni-channel support Management 52

Quality Contact Solutions

DECEMBER 31, 1969

Hold Time : This is measured from the time the agent puts the customer on hold until the agent becomes active again. First Call Resolution (FCR) : First call resolution is measured by what percentage of your customers’ calls were handled in the first contact.

Call Center 40

Call Center Metrics First call resolution Schedule adherence 40

Serenova

AUGUST 25, 2020

An integrated workforce management system helps contact center leaders get a handle on the schedule adherence battle by building multi-channel schedules with shifts that address multiple activities across. Supports schedule compliance. Minimize hold time. Monitor agent calls for coaching opportunities.

Contact Center 81

Contact Center Schedule adherence Management Coaching 81

BlueOcean

MARCH 24, 2022

With everything shifting so quickly, many customers were more tolerant of longer wait times and challenges in achieving first call resolution. Today, a typical consumer wants customer service that is defined by easy access to a fast and effective resolution. But that’s shifting—and fast.

B2C 62

B2C Customer Care Schedule adherence outsourcing 62