Monet Software

JUNE 10, 2021

8 Tips for Optimizing Schedules and Enhancing Contact Center Workforce Engagement.at the Same Time. Many contact center managers, however, don’t realize how much more value their scheduling activity can deliver to employees, beyond letting agents know when to show up for shifts. We all love a win-win.

contact center workforce 122

contact center workforce Average Handle Time Schedule adherence Inbound sales 122

Calabrio

MARCH 5, 2025

As you measure, and attempt to optimize, your contact centers first call resolution rate, its crucial to keep benchmarks and industry standards in mind. Research from the SQM Group finds that the average FCR across all industries is about 68%.

First call resolution 40

First call resolution Contact Center Analytics Morale 40

Calabrio

APRIL 8, 2025

In the contact center, customer interaction analytics can run into the same issue when analyzing a voice call. Despite relying on surveys and focus groups, as well as tools like contact center sentiment analysis, to help them do so, many organizations struggle to get a real sense of how customers feel.

Contact Center 52

Contact Center Best practices Coaching Analytics 52

Fonolo

MAY 7, 2015

What do great call center managers do? A contact center manager’s job is often a thankless one. Not only must they manage an often diverse and large group of customer support agents, but they must also manage the day-to-day running of the contact center itself; and the constant improvement of all those processes.

Call Center 126

Call Center Management Contact Center Coaching 126

Aspect

JULY 15, 2020

These scheduling functions include: Schedule Editor, Request Viewer, Personal Account Balances, Group Allowance Account Balances, Trades, Trade Bulleting Board, Intra-day Staffing Balances and Agent Productivity. If you’d like to learn more about WFO Version 20 or request a demo, we’d love to talk !

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

Balto

APRIL 20, 2023

They did, however, care more about dials per week and average handle time. The metrics that our respondents looked at most closely were Customer Satisfaction (CSAT) Score (55.83%), Customer Retention Rate (CRR) (39.21%), and Average Handle Time (36.97%). The average age was 42.14 Sources Balto.

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52