Calabrio

MARCH 22, 2025

Modern workforce management encompasses critical tasks like contact center forecasting and scheduling , as well as the staffing, onboarding, training and development processes that are part of empowering, engaging, and retaining productive contact center employees.

Best practices 52

Best practices Contact Center Management Call Center 52

Calabrio

MARCH 31, 2025

Enhanced service delivery and CX: Used in onboarding, training, and customer interactions, gamification can help drive elevated contact center customer experiences. Use clear visual aids and provide thorough training. achieving 100 percent schedule adherence). Solution: Keep it simple.

Gamification 52

Gamification Contact Center Call Center Metrics 52

Outsource Consultants

JANUARY 27, 2025

Strategies to Improve Customer Satisfaction KPIs: Clearly define each metric and establish benchmarks. Train agents on the impact of these metrics. Benchmark: Many organizations aim for an AHT of 480 seconds (8 minutes), depending on industry standards. Train agents on efficient time management techniques.

Contact Center 67

Contact Center Abandon rate Average Handle Time outsourcing 67

COPC

APRIL 19, 2023

Source: Global Benchmarking Series | CX Understanding and Strategy For example, if your goal is to be a low-cost outsourcer, efficiency metrics like average handle time (AHT) should be at the forefront of your scorecards. Supporting that statement with a scorecard helps align these views. Even utilization may be out of an agent’s hands.

Metrics 70

Metrics Schedule adherence Benchmark Average Handle Time 70

OctopusTech

MARCH 1, 2023

Our consumer benchmark study revealed that 87% of consumers are willing to buy more products from businesses that provide great experiences, so it’s a sound strategy. This often squeezes training funds, especially ones earmarked for training supervisors. Train your supervisors. Fight the urge.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

BlueOcean

MARCH 24, 2022

Collecting new information via post-call/post-contact surveys or other means is critical to understanding customer sentiment in today’s environment so you set new benchmarks based on current state and evolve your program accordingly. We can’t rely on pre- or mid-pandemic data to tell the story either—we’re in a whole new world.

B2C 62

B2C Customer Care Schedule adherence outsourcing 62

Taylor Reach Group

AUGUST 23, 2017

Status states (lunch, break, coaching, training, etc.). Schedule Adherence. This comparison, based on their tenure and other performance metrics, can lead to the provision of additional coaching if they are lagging the expectation or team performance, or benchmarking if they are exceeding the expectation and team performance.

Metrics 66

Metrics Contact Center Schedule adherence Coaching 66

Pointillist

JANUARY 25, 2019

This can be achieved through communications, self-service options, and agent training. However, for a more accurate calculation, you need to factor in variables such as breaks, lunches, training, and vacation and sick days. Channel Mix Today’s call centers do more than answer customer calls.

Call Center 75

Call Center Metrics Abandon rate Average Handle Time 75

Playvox

JUNE 22, 2023

These metrics or key performance indicators (KPIs) are put in place to help leaders benchmark and track improvements to agent performance, call center operations, and ultimately how these metrics lead to improved customer service delivery and outstanding customer experience.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Hodusoft

DECEMBER 28, 2022

It involves tasks such as employee hiring, training, and workforce scheduling to efficiently manage telecommunication activities like inbound and outbound calls. Thus, this metric is very helpful in organizing team benchmarks and determining agents who need more training to serve customers better.

Best practices 52

Best practices Call Center Metrics call center software 52

Global Response

DECEMBER 2, 2022

Schedule adherence refers to how well an employee complies with their scheduled work times, including start, stop, break and time off. Service level (SLA) sets benchmarks for future performance. This calculation can be obtained by dividing workload hours by staff hours. Also known as utilization. Variance to forecast.

call center workforce 62

call center workforce Metrics Call Center Management 62

Hodusoft

JUNE 7, 2024

It encompasses everything from forecasting, hiring employees, agent training and coaching, workforce scheduling, professional handling of customer contacts, and many more. Well-Trained Agents The success of a call or contact center immensely depends upon how well-trained its agents are.

Best practices 52

Best practices Call Center Omni-channel support Management 52

Playvox

JULY 14, 2023

Are agents working on what they are scheduled to do? Look at schedule adherence and schedule compliance metrics. Average handle time and response time vary by channel, so it’s critical to benchmark and track by channel. Accurate forecasting is critical and will tie directly to your agents’ schedule adherence.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74