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. High NPS scores indicate strong customer relationships. High adherence rates ensure adequate staffing levels.

Best practices 52

Best practices Contact Center Management Call Center 52

Playvox

MAY 24, 2023

But don’t forget your ultimate goal for tracking workforce management metrics: creating the best possible environment in which to address customer issues and boost customer satisfaction. Measuring the metrics will ensure you are set up to meet — or, better yet, exceed — customer expectations.

call center workforce 52

call center workforce Metrics Schedule adherence Call Center 52

Playvox

JULY 31, 2023

Ensuring that employees can be a part of managing their schedule has big benefits. Improved Efficiency Getting your staffing levels right and creating a balanced workload across all of your customer service channels is crucial. It also has a negative impact on SLAs, abandonment rates, customer retention, CSAT, and brand image.

Self service 85

Self service Management Contact Center Coaching 85

Playvox

JUNE 22, 2023

First Contact Resolution A case in which a customer’s question is answered or a problem is solved during the initial interaction so that no follow-up contacts are necessary. The time considered in adherence includes on-queue time, off-queue work, and activities such as meetings and training.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52