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How to evaluate a call center agent’s performance?

ViiBE Blog

So how can you evaluate a call center agent’s performance? This article will teach you how to measure an agent’s performance and other important customer service metrics. The center’s total call volume and the number of staff present at any time will affect this KPI. First call resolution rate.

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The Importance of Workforce Management for Contact Center Leaders

Serenova

This article provides a roadmap for how call centers can leverage workforce management solutions to optimize customer experience and employee engagement. Supports schedule compliance. Schedule adherence assesses how closely a contact center agent follows their scheduled activities.

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How to Cash in on Contact Center Failures

NICE inContact

When using older contact center systems, you are likely to find inefficiencies in the areas of average handle times (AHT), first call resolution (FCR), and agent occupancy. Assume you can make a 15% improvement to average handle time, first call resolution, self-service rate and schedule adherence.

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Boost Productivity with the “Right” Contact Center KPIs and Gamification

Noble Systems

After reviewing dozens of articles, here are the KPIs relative to productivity that appear consistently across multiple sources: Quality. For example, you might specify a 90/20 service level meaning that 90% of the calls should be answered within 20 seconds. First Call Resolution (FCR). Customer Satisfaction.

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Essentials of Cloud Contact Centers

Noble Systems

It analyzes both live calls and call recordings to prompt agents, spot trends, identify reasons for customer calls, improve quality, measure script adherence and discover training and coaching needs.

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What Metrics Matter Most For An Inbound Call Center?

Quality Contact Solutions

First Call Resolution (FCR) : First call resolution is measured by what percentage of your customers’ calls were handled in the first contact. First call resolution percentages will be determined based on the type of service being provided.

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Workforce Management Guide for Contact Center Leaders (& Why it’s Important)

Serenova

This article provides a roadmap for how call centers can leverage workforce management solutions to optimize customer experience and employee engagement. Supports schedule compliance. Schedule adherence assesses how closely a contact center agent follows their scheduled activities.