Fonolo

MARCH 2, 2021

But most metrics that contact center managers use to measure agents focus on optimizing them rather than encouraging them. Top Contact Center Trends 2021. Here are the critical call center agent performance metrics. The 4 Most Important Call Center Agent Performance Metrics. And they usually end up doing neither.

Call Center 148

Call Center Metrics Schedule adherence Average Handle Time 148

3CLogic

NOVEMBER 10, 2021

Metric standards that don’t make sense. Go Beyond Metrics To Offer Individualized Coaching. 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.

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

Playvox

NOVEMBER 1, 2022

According to a 2021 survey by ICMI , the top 10 metrics for employee performance in service centers are: Customer Satisfaction Agent Productivity Accuracy Average Handle Time Average Speed of Answer Quality Score Abandonment Rate Schedule Adherence Service Level Average Response Time.

Contact Center 74

Contact Center Schedule adherence Average Handle Time Coaching 74

Playvox

APRIL 19, 2023

Having visibility of scheduled tasks also allows contact center agents to prepare for upcoming work, reducing the time it takes to switch between tasks. According to a 2021 study , workers report spending 36 minutes switching between applications every day and say it takes an average of 9.5

Time management 56

Time management Contact Center Management Schedule adherence 56