Talkdesk

MAY 12, 2020

A knowledge base, powered by artificial intelligence (AI), is the perfect solution to make such information available. Explain the importance of schedule adherence Most new hires don’t realize how significantly schedule adherence impacts the call center.

Contact Center 119

Contact Center Schedule adherence At home agents Scripts 119

Call Design

JULY 6, 2021

This metric reflects the knowledge base and expertise of the agents working in the contact centre as well as how well your customers are directed through the IVR to the appropriate agent. Schedule adherence is the degree to which agents do what they are scheduled to do in terms of being logged on. ?It

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

Call Design

SEPTEMBER 21, 2021

Better engaged agents are retained for longer, thereby building a better knowledge base within your contact centre. A highly knowledgeable workforce directly impacts the quality of customer service and the overall experience. Schedule adherence. Metrics include: • First call resolution. Average speed to answer.

Gamification 78

Gamification Schedule adherence Average Handle Time First call resolution 78

Customer Service Life

FEBRUARY 28, 2023

In this case, supporting metrics like average handle time and schedule adherence are managed to optimize the time spent with customers. Here are some of our favorite questions to ask in this vein: How can we better document solutions to common issues in our internal knowledge base and train team members to find those issues?

Contact Center 83

Contact Center Metrics Schedule adherence Average Handle Time 83

OctopusTech

MARCH 1, 2023

Every inbound call center will have unique priorities, but here are some examples of metrics that are usually dashboard-worthy: Average handle times Abandon rate Average wait time Service levels First call resolution Schedule adherence Customer satisfaction Forecast accuracy Net Promoter Score Quality scores 4.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Tenfold - Contact Center Blog

JULY 9, 2018

This is achieved maintaining a comprehensive knowledge base (FAQs) that customers can use as the first line of support. Agent Schedule Adherence & Agent Attrition Rate. Agent Schedule Adherence is used to find out whether agents are working efficiently within their set schedule.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

Playvox

JUNE 22, 2023

Schedule Adherence Schedule adherence is the amount of time agents work that coincides with the time period they are scheduled to work — sometimes simply called adherence. The time considered in adherence includes on-queue time, off-queue work, and activities such as meetings and training.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52