ViiBE Blog

APRIL 28, 2021

The center’s total call volume and the number of staff present at any time will affect this KPI. First call resolution rate. Another KPI is the first call resolution rate. This measures how many customer issues are resolved within the first call to the center.

Call Center 98

Call Center Schedule adherence Average Handle Time First call resolution 98

Call Design

SEPTEMBER 21, 2021

Textbook knowledge, learning from presentations or listening to co-workers presents limitations when training agents. Metrics include: • First call resolution. Schedule adherence. Gamification changes the game in the agent training space. Average speed to answer. Average handle time.

Gamification 78

Gamification Schedule adherence Average Handle Time First call resolution 78

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.

Contact Center 81

Contact Center Schedule adherence Management Coaching 81

3CLogic

NOVEMBER 10, 2021

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. So how can you ensure you maintain or improve first call resolution rates?

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

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.

Contact Center 40

Contact Center Schedule adherence Management Coaching 40