Calabrio

MARCH 25, 2025

Why it matters: Meeting service level targets ensures timely responses, impacting customer satisfaction and overall service quality. Customer Satisfaction (CSAT) Scores: CSAT gathers direct customer feedback on their experience, providing valuable insights into agent performance. Book a free demo today.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

Playvox

JANUARY 11, 2024

Call center workforce management is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost. Does your spreadsheet do all that?

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Playvox

MAY 25, 2023

It allows a customer to contact the business based on a time that’s suitable for them and remain productive in their daily lives. Simply put, digital transformation is the process of integrating technology into your organization to create or modify business processes to meet changing requirements and enhance customer experience.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55

Calabrio

MARCH 7, 2025

The answer lies in its direct impact on several key aspects of your call center’s productivity and performance and, ultimately, your customer experience. Failing to meet SLAs can damage your reputation and lead to customer churn. Improve service levels SLAs are critical for measuring and maintaining service quality.

Contact Center 52

Contact Center industry standards Call Center Average Handle Time 52