Meeting Metrics Personalization Schedule adherence 
Playvox
AUGUST 25, 2022
And, we have all seen the impact of just one person doing something NOT in the plan and the downstream effects. For example, one person may log in late for their opening shift. Another person may not adhere to scheduled breaks or lunches. One person may leave early from their closing shift. Balloon Game.
Fonolo
OCTOBER 13, 2022
At any given moment, your scheduled staff may be attending a meeting, taking a break, or arriving late because their kid missed the bus and they had to drive them to school. Let’s say a part-time agent is scheduled for 20 hours in a week, and spends 4 hours doing other tasks: the shrinkage rate for that person is 4/20 or 20%.
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Fonolo
SEPTEMBER 16, 2022
Picture this: You’ve got 100 agents scheduled to work on a Monday morning—enough staff to cover this notoriously busy shift. They might be on a break or in a meeting, and some have likely called in sick or arrived late. Scheduled holidays and vacations. Team meetings. Pretty normal, right? Late arrivals. Absenteeism.
Fonolo
SEPTEMBER 21, 2023
The 4 Most Important Call Center Agent Performance Metrics 1. This call center metric is an essential gauge of customer perception — how they perceive your product and service. I’m personally in favour of a more straightforward NPS system: Yes or No. The customer service industry is evolving and hasn’t looked back.
CX Accelerator
DECEMBER 31, 2018
This gave them skills to better communicate their developmental needs to their boss.Each team held a meeting to establish norms for development. This is where I fit into the project—I facilitated each meeting as a neutral party. They feel the pressure of meeting metrics but don’t know how and when to strike a balance.
Playvox
JANUARY 11, 2024
Ultimately the goal of workforce management is to maintain the tricky tightrope act of accurately forecasting the right number of agents to meet the required workload–using the fewest number of labor hours without sacrificing CX or EX. And 46% of customers will buy more when given a personalized experience.
Callminer
APRIL 24, 2020
Focus on the Metrics that Matter Most. Keeping track of call metrics and agent KPIs is a good way of maintaining a high level of performance in the call center. However, you should be careful not to measure too much so you don’t end up drowning in metrics and data. Call Center Metrics Guide. Avoid Negative Language.
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