Aspect

OCTOBER 15, 2020

Every year Aspect surveys over 500 contact center agents to understand their attitudes and preferences for our Agent Experience Index. This year our survey uncovered some interesting predictions of agent behavior never seen before. New survey data indicates that soon , over ¾ of the call center workforce will be female. .

call center workforce 62

call center workforce Morale Surveys Call Center 62

Global Response

MAY 1, 2023

It also takes into account the skill sets of different agents to better optimize staffing, and forecasts future needs so call center teams can adequately train current and future agents to effortlessly meet demand and maintain quality.

Call Center 62

Call Center Management outsourcing Coaching 62

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. Make sure customers know they are anonymous and consider a real-time incentive (e.g., Keep surveys short and set customer expectations ahead of time.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Dialer 360

SEPTEMBER 14, 2022

You can assess the agent’s capacity for effective time management. Customer Satisfaction Surveys. Customer satisfaction ratings generally come into the picture during feedback surveys, which are conducted at the end of a call. The customers are given the option to provide a score over call satisfaction.

Call Center 26

Call Center Interactive Voice Response Schedule adherence First call resolution 26