Remove Average Handle Time Remove contact center workforce Remove Customer effort
article thumbnail

How to Measure, Evaluate, and Improve Call Center Agent Performance

Calabrio

To truly understand agent performance, its essential to recognize its direct impact on several key business outcomes: Enhanced Customer Satisfaction and Loyalty: Agents who excel in their roles create positive experiences, fostering customer satisfaction and long-term loyalty. Book a free demo today.

article thumbnail

Contact Center Management: Best Practices & Strategies for Peak Performance

Calabrio

Managing People: Workforce Management in the Contact Center Despite the digital transformation of contact centers and the even more recent rise of artificial intelligence, contact centers are still fundamentally fueled by human action. Lower CES scores indicate a smoother customer journey.