Remove contact center workforce Remove Customer effort Remove Morale
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How to Measure, Evaluate, and Improve Call Center Agent Performance

Calabrio

Below, we look at 15 agent performance metrics and key performance indicators, each of which can add to your contact centers understanding of strengths and shortcomings in overall performanceat the level of individual agents and larger teams. Why it matters: Reflects reduced (or increased) customer effort.

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Contact Center Management: Best Practices & Strategies for Peak Performance

Calabrio

Managing People: Workforce Management in the Contact Center Despite the digital transformation of contact centers and the even more recent rise of artificial intelligence, contact centers are still fundamentally fueled by human action. Lower CES scores indicate a smoother customer journey.