Fonolo

MAY 30, 2023

By scheduling call-backs for quieter times, you increase efficiency and decrease agent downtime. Meeting service level agreements Customers value a fast response when they reach out for customer support. 90% of customers rate an “immediate” response as important when they have a customer service question.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

Fonolo

SEPTEMBER 21, 2023

TIP: Common KPIs for contact center agents can include average handle time (AHT), first call resolution (FCR), and customer satisfaction score (CSat). Schedule Adherence Schedule Adherence is another older metric that can still be a useful measure of agent attendance.

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

Serenova

AUGUST 25, 2020

An integrated workforce management system helps contact center leaders get a handle on the schedule adherence battle by building multi-channel schedules with shifts that address multiple activities across. This ultimately means better experiences for your customers. Supports schedule compliance.

Contact Center 81

Contact Center Schedule adherence Management Coaching 81

Call Design

SEPTEMBER 21, 2021

High-quality professional customer support is crucial to building lasting customer relationships. Contact centres represent the voice of many organisations, existing as the first point of contact for customers engaging with your organisation. Metrics include: • First call resolution.

Gamification 78

Gamification Schedule adherence Average Handle Time First call resolution 78

OctopusTech

MARCH 1, 2023

Every inbound call center will have unique priorities, but here are some examples of metrics that are usually dashboard-worthy: Average handle times Abandon rate Average wait time Service levels First call resolution Schedule adherence Customer satisfaction Forecast accuracy Net Promoter Score Quality scores 4.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Serenova

AUGUST 25, 2020

An integrated workforce management system helps contact center leaders get a handle on the schedule adherence battle by building multi-channel schedules with shifts that address multiple activities across. This ultimately means better experiences for your customers. Supports schedule compliance.

Contact Center 40

Contact Center Schedule adherence Management Coaching 40

JustCall

MARCH 9, 2023

You can track the number of active waiting calls by dividing the number of calls on hold at any given time by the total number of calls. This metric helps you understand how well your customer support team manages the incoming call volume. This helps you introduce relevant self-service for customers.

Contact Center 52

Contact Center Metrics Abandon rate Average Handle Time 52