Calibration, Schedule adherence and Wait times

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Calibration

Schedule adherence

Wait times

10 Key Metrics and KPI’s for Contact Centre Performance

Call Design

JULY 6, 2021

This score provides an overall view on the performance delivered, the level of customer service and includes variables such as ease-of-access, wait times and more. Calibration is key when measuring quality to ensure any suggestion of bias is removed. It is measured as a percentage of scheduled time on the phone.

Metrics

Metrics Average Handle Time Schedule adherence Calibration

Workforce Optimization: What It is and Why You Need It

Playvox

JANUARY 25, 2024

Schedule adherence – When agents don’t adhere to schedules, they aren’t available to service customers as planned. This results in long wait times and abandoned conversations. Automation solutions go hand in hand with workforce optimization, and are in fact, sometimes synonymous with WFO.

Coaching

Coaching Contact Center Quality management Schedule adherence

Customer Contact Central

10 Key Metrics and KPI’s for Contact Centre Performance

Workforce Optimization: What It is and Why You Need It

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