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. Schedule Adherence: Measures how well agents adhere to their scheduled work hours. High adherence rates ensure adequate staffing levels.

Best practices 52

Best practices Contact Center Management Call Center 52

Outsource Consultants

JANUARY 27, 2025

At Outsource Consultants, we have identified four key metrics that provide a comprehensive assessment of customer experience: Net Promoter Score (NPS) , Customer Satisfaction Score (CSAT) , Customer Effort Score (CES) , and First Contact Resolution (FCR). Use AI-driven analytics to identify bottlenecks.

Contact Center 67

Contact Center Abandon rate Average Handle Time outsourcing 67

JustCall

MARCH 9, 2023

30+ KPIs for Contact Centers You can get a good idea of how well your contact center is working through the following contact center metrics that cover everything from operations, performance, and inception to customer experience. Let’s dive straight into the 30+ best contact center metrics industry standards.

Contact Center 52

Contact Center Metrics Abandon rate Average Handle Time 52