Playvox

MAY 24, 2023

Choosing the right call center workforce management metrics to monitor and manage in your customer support center is essential for the success and longevity of the customer experience. Workforce management metrics provide crucial insight into how well you are planning your workforce.

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call center workforce Metrics Schedule adherence Call Center 52

Calabrio

MARCH 22, 2025

Managing Technology: The contemporary contact center is an increasingly digital place. The right technology is key to facilitating contact center activity and accelerating improvement. Lower CES scores indicate a smoother customer journey. Lower churn rates reflect higher customer retention.

Best practices 52

Best practices Contact Center Management Call Center 52

Playvox

JUNE 22, 2023

Once these metrics or KPIs are in place, over time you will more easily find opportunities to improve upon CX and gain call center and agent efficiencies. Related Article: Call Center Workforce Management Metrics: How To Measure And Improve Performance Here is our comprehensive guide to the essential call center efficiency metrics.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52