Call Design

JULY 6, 2021

Understanding how to make a profit on the double bottom line (DBL) involves employing a broad range of KPIs and key metrics to ensure a contact centre meets every need that a business may have in supporting their customers. of the 380 contact centre professionals they asked thought customer satisfaction was one of the most important metrics.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. Understanding the key call center efficiency metrics to track , and more importantly, how to improve them, will set you up for success and help keep your customers happy.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

CX Accelerator

DECEMBER 31, 2018

At a leader level, do they feel like there are unclear/changing priorities? one day, you need to talk to someone about schedule adherence b/c service levels are rough but the next day they are being told to take it easy…) For some leaders, finding an appropriate balance is really hard.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Playvox

FEBRUARY 27, 2023

Putting the customer at the center of decision making and operational improvements, CX leaders across the customer service industry are connecting their CRM with their workforce management systems more frequently to enable a 360 degree view of their business and their day-to-day operations.

Management 75

Management Schedule adherence Contact Center Coaching 75

Monet Software

FEBRUARY 13, 2020

With a WFM solution, responsive scheduling and service-level achievement can combine with ease. But then operations feel out of control or metrics drop. One moment you’re obsessing about workforce engagement, an hour later about service levels. The oscillation can seem endless. It doesn’t have to be!

Schedule adherence 77

Schedule adherence Contact Center Employee engagement Morale 77

Playvox

JANUARY 25, 2024

Schedule adherence – When agents don’t adhere to schedules, they aren’t available to service customers as planned. With a tight labor market and increasing expectations for excellent customer experiences and employee experiences, it’s a competitive advantage to embrace WFO solutions.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

OctopusTech

MARCH 1, 2023

Inbound call centers can be configured to address a wide variety of a brand’s sales, marketing, and customer service needs. Today’s inbound call centers often provide customer service not only through telephone calls but also via email, chat, and more. Call center agents benefit greatly from having access to reporting metrics.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62