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

JustCall

MARCH 9, 2023

You can obtain this metric by multiplying the average number of calls handled by the average time of calls handled and dividing this figure by the working hours. Adherence to Schedule Adherence to a schedule helps you understand how much time your agents spend idling.

Contact Center 52

Contact Center Metrics Abandon rate Average Handle Time 52

Playvox

JUNE 22, 2023

Three Ways To Improve Call Initiation Metrics Increase the number of agents available for inbound calls during peak times to provide faster call center support to customers. Offer omnichannel support options such as an AI-powered chatbot and other self-service options and menu options to reduce the need for some live agent calls.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 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.

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

Playvox

AUGUST 25, 2022

A few seconds can feel like an eternity – particularly when no one contacts a customer care center because they want to do it; they have to reach out to your company as avenues such as self-service have likely failed. Balloon Game. This is a fun game that requires only balloons and a little space. Inflate a bunch of balloons.

Personalization 85

Personalization Management Schedule adherence Average Handle Time 85

OctopusTech

MARCH 1, 2023

Every inbound call center will have unique priorities, but here are some examples of metrics that are usually dashboard-worthy: Average handle times Abandon rate Average wait time Service levels First call resolution Schedule adherence Customer satisfaction Forecast accuracy Net Promoter Score Quality scores 4.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Noble Systems

JUNE 27, 2019

In addition to automating scheduling using factors such as work rules, availability and SLAs, WFM can send reminder messages about shifts, breaks, training and meetings to agents to improve schedule adherence. Self-service options. Customers want a seamless experience when transferring from one channel to another.

Cloud contact 57

Cloud contact Contact Center Interactive Voice Response Self service 57