Babelforce

FEBRUARY 9, 2022

What challenges can peak hour traffic present? Peak call times can present challenges for call center agents and managers. Reduced schedule adherence. It’s important for call center agents to maintain schedule adherence. Use an integrated IVR to facilitate self-service.

Schedule adherence 52

Schedule adherence Abandon rate Interactive Voice Response Call Center 52

Babelforce

NOVEMBER 30, 2022

Do you know your DTMF IVRs from your ACDs? Usefully calculating and interpreting ATA depends on whether or the contact center uses an IVR system – this is complicated by the fact that customer can either hang up from frustration, or because the IVR answered their query. This does not include time spent navigating an IVR system.

Contact Center 52

Contact Center Interactive Voice Response Call Center Automatic Callback 52

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. As a supervisor, you must clearly present and offer opportunities for advancement in order to improve employee retention.

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93