Fonolo

SEPTEMBER 28, 2021

Congratulations, call center manager! To help start you off on the right foot, we’ve put together a guide about all things call center management , so you know exactly how to succeed and can teach your agents how to do the same. Whether you’re a new manager or a seasoned pro brushing up on the fundamentals, this guide is for you.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

Callminer

NOVEMBER 25, 2019

An efficient call center operation hinges on the ability of management to identify flaws in their systems and practices as well as execute improvement plans to fix these quickly. If customers are abandoning the line too frequently, it could signal that there are issues with individual agents or general call management practices.

Best practices 182

Best practices Call Center Metrics Average Handle Time 182

NobelBiz

DECEMBER 3, 2024

Call centers predict future call volumes and other metrics so demand can be better met and good service levels can be maintained with optimized resources. By predicting call volumes, managers can avoid costly overstaffing while preventing the risks associated with understaffing. It covers key elements that improve accuracy.

Call Center 52

Call Center Workload forecasts Average Handle Time Contact Center 52

Fonolo

SEPTEMBER 2, 2021

Call center managers must be aware of industry trends, customer needs, and the latest call center technology. Call center managers can establish benchmarks by setting goals for their call center metrics , also known as key performance indicators (KPIs). Long wait time is the most common reason for call abandonment.

Benchmark 142

Benchmark Call Center Abandon rate Average Handle Time 142

CCNG

JULY 27, 2022

Call centers derive metrics at the agent and center levels to gauge the overall effectiveness of agent teams regarding performance, productivity, and other customer satisfaction-related activities. Operations managers monitor key performance indicators (KPIs) to assess agent efficiency. Service Level is another metric to watch.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

CCNG

MAY 30, 2024

Workforce management (WFM) can feel like a whirlwind of constant change. From trying to keep up with HR on training, to supporting operations with retention needs, and more, there’s often little time left to talk to IT about the features you need in your next WFM platform. And that’s if you even know where to start!

Abandon rate 195

Abandon rate CCNG Average Handle Time Contact Center 195

Expivia

MARCH 11, 2021

Follow these call center workforce management best practices to find out how to staff your contact center the right way. What Is Call Center Workforce Management? Workforce management is the institutional process of maximizing the efficiency and performance of an organization. Intraday Management. Average Handle Time.

call center workforce 98

call center workforce Call Center Management Average Handle Time 98

TASKE Technology

JUNE 12, 2014

Often, we look at particular statistics with a single focus, typically related to whether we’re meeting service levels or operating efficiently. Average Handle Time (AHT), for example, can be used to determine whether your team is meeting defined service levels and working efficiently.

Average Handle Time 40

Average Handle Time First call resolution Service level Call Center 40

Call Design

JULY 6, 2021

Here’s a list of 10 key metrics that can be used by contact centre managers to ensure the delivery of both strong customer experiences and financial performance through workforce efficiency. Average Handle Time (AHT). Average handling time tells you how much time on average, an agent spends working on a task.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

Calabrio

MARCH 25, 2025

Workforce Management How to Measure, Evaluate, and Improve Call Center Agent Performance Share In today’s competitive business landscape, call center agents serve as the critical frontline, directly shaping customer perceptions and driving brand loyalty. Implement a search function and ensure it is easy to navigate 3.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

Calabrio

FEBRUARY 14, 2025

Workforce Management Optimize Contact Center Efficiency: How to Balance Cost & Quality Share Solving the cost-quality equation: how to optimize contact center efficiency Every contact center faces a version of the classic business dilemma: how to deliver excellent service while keeping operational costs under control?

Contact Center 52

Contact Center Average Handle Time Upselling Coaching 52

Fonolo

MAY 7, 2015

Not for the weak at heart, only some call center managers have the grace, tenacity, and skills to handle the extreme pressures of the contact center manager’s job. Below we look into some of the things call center managers must do every day to be successful, along with tips on how to execute them.

Call Center 126

Call Center Management Contact Center Coaching 126

Outsource Consultants

MARCH 18, 2025

Domestic brands are increasingly exploring call center outsourcing both nearshore and offshore as a cost-effective alternative to managing customer experience (CX) in-house. At the same time, rapid advances in AI are transforming how contact centers operate, enabling smarter automation and data-driven insights.

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67

Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Kaye Chapman @kayejchapman. Nate Masterson @MapleHolistics.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Balto

MARCH 17, 2025

Real-Time Call Center Insights Dashboard Introduction to Call Center Insights Call center analytics transforms raw operational data into actionable intelligence, enabling businesses to improve customer experience while optimizing agent performance. Average handle time (AHT) measures efficiency but shouldn’t be viewed in isolation.

Call Center 52

Call Center Customer Experience Average Handle Time Analytics 52

Monet Software

JUNE 10, 2021

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. They enjoy a manageable but motivating pace. #2 Effective contact center workforce management helps you give employees what they want.

contact center workforce 122

contact center workforce Average Handle Time Schedule adherence Inbound sales 122

TeleDirect

JANUARY 13, 2025

E-Commerce: Managing order inquiries, returns, and shipping updates. Financial Services: Secure handling of account inquiries, fraud detection, and payment processing. A: Key metrics include first call resolution (FCR), average handle time, service level and call abandonment rate.

Call Center 62

Call Center First call resolution Abandon rate Healthcare 62

Fonolo

MARCH 17, 2022

At first glance, a call center manager job may seem easy compared to the agents they oversee. But strong call center management is essential in managing call center operations, quality monitoring, and employee engagement — among a long list of tasks that ensure the center meets its day-to-day goals. Clear communication.

Call Center 91

Call Center Management call center software Average Handle Time 91

Global Response

OCTOBER 28, 2022

Workforce Management (WFM) is the discipline used to optimize cost and quality. WFM involves forecasting contact volumes by channel or interactions, staffing during the term, the production of schedules and reporting and analysis of data that allow management to deliver on its goals. Five WFM Benefits are: 1.

Contact Center 62

Contact Center Management Average Handle Time Service level 62

Callminer

APRIL 24, 2020

Following the agent interview and selection process, managers should be keyed into how best to facilitate ongoing agent support, growth, and training. Quality monitoring software , such as speech analytics , automatically monitor and score 100% of calls, helping managers deliver objective feedback and improve agent performance.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

Aspect

MAY 18, 2020

With agents largely working out of their houses, there’s an entirely new dynamic in the air with new priorities for both contact center managers and agents. In the new normal, every real-time alarm takes on new importance since it’s the supervisor’s life-line to keeping employees on-task intra-day.

Schedule adherence 132

Schedule adherence Average Handle Time Contact Center Surveys 132

Playvox

AUGUST 25, 2022

As workforce management professionals, we are faced with the daunting task of figuring out the ideal forecast, matching that forecast with a schedule and then making sure that our “master plan” works in the real world – meaning all the people that we are counting on for their shifts work their shifts as planned. Balloon Game.

Personalization 85

Personalization Management Schedule adherence Average Handle Time 85

Balto

MARCH 3, 2025

Defining and Importance of Automation in the Call Center Automated call center solutions use AI, machine learning, and robotic process automation to handle routine customer interactions. These systems manage basic tasks like appointment scheduling, payment processing, and account inquiries without human intervention.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

Global Response

DECEMBER 2, 2022

Key performance indicators (KPIs) are displayed on a dashboard that allows customer service managers to assess performance and to determine needed changes, such as increasing or decreasing staffing. Basic KPIs There are many KPIs, but some of the most commonly used customer service metrics follow. Abandon rate. Agent status.

call center workforce 62

call center workforce Metrics Call Center Management 62

Callminer

MARCH 9, 2020

Thoughtful planning can help in handling tough schedules with minimal downtime and dedicated scheduling software comes into play to drastically simplify such efforts. Software of this type helps streamline scheduling processes in a variety of ways, ranging from daily task management to full-blown shift scheduling and leave regulating.

Best practices 182

Best practices Call Center Analytics Metrics 182

Customer Service Life

APRIL 16, 2018

I’m quite fond of the names of a couple members of our Workforce Management Team at FCR — Jeremy Grogan and Jeremy Conway. On a more serious note, I had the opportunity to sit down with the two Jeremys and hear a bit about some of the essentials of Workforce Management (WFM) for contact centers. Click here to read the original.

Management 74

Management Contact Center Average Handle Time Service level 74

InGenius

APRIL 26, 2019

If you’re looking through the list and thinking, “Uh oh, my average handle time isn’t very good. Service level, response time and abandonment rate. First, a reminder of what each of these metrics is: Service level: the percentage of calls answered within a predetermined number of seconds.

Metrics 91

Metrics Contact Center Interactive Voice Response Abandon rate 91

Fonolo

JANUARY 13, 2022

Managers and supervisors must schedule, monitor, and engage call center agents. They’re also responsible for managing agent performance , keeping track of company KPIs and metrics, maintaining customer service strategies, managing budgets, and monitoring the latest trends in the contact center. Act on data.

Call Center 81

Call Center Management Average Handle Time Metrics 81

Taylor Reach Group

MARCH 19, 2018

In the last Indicators post, we discussed one of the most important operational indicators: Average Handle Time or AHT. In this issue, we continue with other operational indicators dealing with the efficiency of the center, i.e. “Service Level”, “Average Speed of Answer (ASA)” and “Occupancy Rate”.

Service level 92

Service level Abandon Call Wait times Call Center 92

SharpenCX

APRIL 8, 2020

So how can you, manager, use call center management best practices to better configure call queues and improve customer outcomes? Apply call center management best practices to your interaction queues to fix gaps in your customer journey – like queues overflowing with customers o n hold. The answer lies in simplicity.

Best practices 84

Best practices Call Center Interactive Voice Response Customer Experience 84

Monet Software

JANUARY 6, 2020

As we discussed here , contact center leaders spend significant time and energy creating detailed workforce management forecasts. After all, bottom-line success demands that call center managers schedule the correct number of agents for each shift. Plan for too few and service levels degrade as agents become overwhelmed.

Call Center 77

Call Center Average Handle Time Contact Center Metrics 77

ViiBE Blog

APRIL 28, 2021

Here are the five KPIs that we will focus on: Average Handle Time. Average Handle Time (AHT) measures how long an agent spends on a call, including speaking with the customer, hold time, and call work time. These three factors are then averaged by the total number of calls to find the AHT.

Call Center 98

Call Center Schedule adherence Average Handle Time First call resolution 98

Call Experts

APRIL 14, 2022

While ASA is a good tool for understanding how quickly you answer calls and thus how well you are meeting customer expectations, it’s not always the best tool for managing agent performance. Do not mistake ASA with service level agreements ( SLAs ). Handling Time. The post What is Call Center Speed to Answer?

Metrics 98

Metrics Call Center First call resolution Average Handle Time 98

Monet Software

OCTOBER 3, 2019

A common way to analyze the quality of calls being handled by your contact center is to record the calls and to have a QA analyst monitor the recordings. Clearly, the time this takes is extensive and prevents management from monitoring a majority of the calls coming into the call center. Average Handling Time.

Contact Center 59

Contact Center Metrics Average Handle Time Management 59

The Northridge Group

AUGUST 23, 2022

While Quality Monitoring solutions can help associates improve their performance, internal contact center monitoring efforts are often ineffective because contact center managers lack the time and resources to evaluate customer needs, associate performance, and opportunities to enhance customer experience. Customer Experience (CX).

Healthcare 128

Healthcare Contact Center outsourcing contact center associations 128

CrazyCall

JANUARY 28, 2019

Thanks for coming back to read “TOP 20 Call Center Metrics Managers Can’t Ignore – Part 3”! Now we’ll cover the other 5 inbound call center metrics that are essential for providing the best customer service: #11. Average handling time. #12. Hold time. #14. Service Level. #11.

Call Center 49

Call Center Metrics Average Handle Time Management 49

Interactions

FEBRUARY 6, 2025

This innovative capability allows the Interactions IVA to accurately grasp shifts in topics, manage multi-tasking requests, and overcome common challenges that trip up other IVAs. And with improved accuracy and more calls handled through automation, your company can weather intense spikes in contact volume.

Self service 62

Self service Average Handle Time Surveys Contact Center 62