ViiBE Blog

APRIL 28, 2021

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.

Call Center 98

Call Center Schedule adherence Average Handle Time First call resolution 98

Serenova

AUGUST 25, 2020

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.

Contact Center 81

Contact Center Schedule adherence Management Coaching 81

NICE inContact

NOVEMBER 28, 2018

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.

Contact Center 48

Contact Center Schedule adherence Average Handle Time First call resolution 48

Noble Systems

OCTOBER 18, 2018

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.

Gamification 60

Gamification Contact Center Schedule adherence Average Handle Time 60

Noble Systems

JUNE 27, 2019

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.

Cloud contact 57

Cloud contact Contact Center Interactive Voice Response Self service 57

Quality Contact Solutions

DECEMBER 31, 1969

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.

Call Center 40

Call Center Metrics First call resolution Schedule adherence 40

Serenova

AUGUST 25, 2020

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.

Contact Center 40

Contact Center Schedule adherence Management Coaching 40