JustCall

MARCH 9, 2023

Call Arrival Rate It is a type of call volume metric that tells a business how many calls are being received by all agents within a set period of time. The call arrival rate can help plan resources more effectively by identifying the most beneficial trends. There are many contact center key performance indicators.

Contact Center 52

Contact Center Metrics Abandon rate Average Handle Time 52

Hodusoft

JUNE 7, 2024

The way a call center is managed goes a long way in determining its success or failure. In this blog, we have highlighted how call center management can be made seamless using call center software or contact center software while tracking essential metrics and executing standard call center management practices.

Best practices 52

Best practices Call Center Omni-channel support Management 52

Playvox

JULY 14, 2023

Are agents working on what they are scheduled to do? Look at schedule adherence and schedule compliance metrics. Do your contact center agents often place customers on hold or need to engage other agents to help them service a customer? This is likely the area where you can make the most significant impact.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74