call center workforce Customer retention Schedule adherence 
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.
Fonolo
MAY 30, 2023
Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. That’s why contact centers are investing in it in droves. The numbers back this up.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Calabrio
MARCH 22, 2025
Add flexibility with self-scheduling Empower agents with the ability to manage their schedules, promoting better work-life balance and increasing job satisfaction. High NPS scores indicate strong customer relationships. Occupancy Rate: Measures the percentage of time agents are actively engaged in handling calls.
Noble Systems
SEPTEMBER 29, 2020
WFO is an inclusive term that pulls in virtually every operational aspect of a modern call center, including workforce and quality management, analytics and business intelligence, agent engagement and customer retention, and more. How does WFO work in the Call Center?
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.
Expert insights. Personalized for you.
52 
Let's personalize your content