Fonolo

MARCH 2, 2021

Gone are the days when occupancy rate and average handle time were used to browbeat agents. Customer satisfaction is, of course, the reason we’re all here. Schedule Adherence. Schedule Adherence is another old but still useful measure of how well agents are turning up for work.

Call Center 148

Call Center Metrics Schedule adherence Average Handle Time 148

Monet Software

JUNE 10, 2021

An optimal schedule is cost-efficient and good for the bottom line, but it can also be a core part of the employee engagement strategy, if you follow a few simple tips. #1 Assigning peak periods to your most capable and experienced agents is a great way to get through crunch time with aplomb. 1 Start with Data. 4 Peak at the Top.

contact center workforce 122

contact center workforce Average Handle Time Schedule adherence Inbound sales 122

Fonolo

SEPTEMBER 21, 2023

TIP: Common KPIs for contact center agents can include average handle time (AHT), first call resolution (FCR), and customer satisfaction score (CSat). Establish Your KPI Tracking Methods If you don’t already have a system to track agent performance, it’s time to upgrade.

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

Calabrio

MARCH 22, 2025

Of course, individual contact center managers and leaders can play many different roles across the organization. Managing Processes: Ensuring that teams are in place and available is, of course, only the half of it. Occupancy Rate: Measures the percentage of time agents are actively engaged in handling calls.

Best practices 52

Best practices Contact Center Management Call Center 52

3CLogic

NOVEMBER 10, 2021

Monitoring agent performance metrics — which includes service level, agent schedule adherence, call resolution, average handle time, and customer satisfaction — is critical for identifying opportunities to improve. Go Beyond Metrics To Offer Individualized Coaching. Establish Promising Growth Opportunities.

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

Call Design

SEPTEMBER 21, 2021

Understanding that every agent is different, catering for their unique characteristics, behaviours, and preferred learning styles is vital to the training courses they do. Average speed to answer. Average handle time. Average after work time. Schedule adherence.

Gamification 78

Gamification Schedule adherence Average Handle Time First call resolution 78

Pointillist

JANUARY 25, 2019

It’s no easy task, but the right mix of call center metrics and KPIs can help you stay the course. That adds up to 40+ days on hold for every person over the course of a lifetime. According to industry analyst firm CEB, customer satisfaction really suffers after high-effort or time-intensive interactions.

Call Center 75

Call Center Metrics Abandon rate Average Handle Time 75