Monet Software

JUNE 10, 2021

Look for individuals who pair low average handle times with great first call resolution metrics and stellar post-call survey results. They will definitely ease those “tsunami” periods on the floor! Of course, making a cost-efficient, employee-motivating schedule only matters if teams adhere to it.

contact center workforce 122

contact center workforce Average Handle Time Schedule adherence Inbound sales 122

Pointillist

JANUARY 25, 2019

There are many call center metrics you can measure, but only a few KPIs that you will want to monitor over a period of time. This definitive list will help you ensure you are not missing out on any essential call center metrics and help make strategic choices about which KPIs to track.

Call Center 75

Call Center Metrics Abandon rate Average Handle Time 75

Noble Systems

OCTOBER 18, 2018

Identification of areas for improvement and definition of new goals should be discussed during coaching sessions. For example, you might specify a 90/20 service level meaning that 90% of the calls should be answered within 20 seconds. First Call Resolution (FCR). Do they take an extended lunch break? —-.

Gamification 60

Gamification Contact Center Schedule adherence Average Handle Time 60