First call resolution Metrics Presentation Schedule adherence 
Call Design
SEPTEMBER 21, 2021
Textbook knowledge, learning from presentations or listening to co-workers presents limitations when training agents. Gamification allows you to manage metrics during the training process, enabling managers to understand the strengths and weaknesses of agents in a quantifiable manner. Metrics include: • First call resolution.
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. Monitor agent calls for coaching opportunities. Supports regulatory compliance.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
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. Monitor agent calls for coaching opportunities. Supports regulatory compliance.
ViiBE Blog
APRIL 28, 2021
So how can you evaluate a call center agent’s performance? This article will teach you how to measure an agent’s performance and other important customer service metrics. Key Performance Indicators (KPI)s are metrics used to measure employee performance and change from industry to industry. Examples of smart metrics.
3CLogic
NOVEMBER 10, 2021
Metric standards that don’t make sense. Go Beyond Metrics To Offer Individualized Coaching. Monitoring agent performance metrics — which includes service level, agent schedule adherence, call resolution, average handle time, and customer satisfaction — is critical for identifying opportunities to improve.
Expert insights. Personalized for you.
78 
Let's personalize your content