Tenfold - Contact Center Blog

JULY 9, 2018

It begins with setting metrics. The right metrics or key performance indicators (KPIs) should effectively measure a business’s specific capacities. Here’s a list of the most crucial metrics that inbound call center must measure. How does a contact center know it’s consistently delivering high quality service?

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

Callminer

JANUARY 18, 2021

They are an easy way to track metrics and discover trends within your agents. There were strict criteria to meet the requirements. Schedule adherence and after call work management are part of the overall performance management processes. Implement call centre etiquette tests regularly. Keep the customer journey in mind.

Best practices 226

Best practices Call Center Contact Center Scripts 226

Fonolo

SEPTEMBER 16, 2022

Picture this: You’ve got 100 agents scheduled to work on a Monday morning—enough staff to cover this notoriously busy shift. They might be on a break or in a meeting, and some have likely called in sick or arrived late. Scheduled holidays and vacations. Team meetings. Pretty normal, right? Late arrivals. Absenteeism.

Call Center 87

Call Center Schedule adherence Benchmark Average Handle Time 87

Babelforce

AUGUST 25, 2021

There are a number of key metrics that matter in contact center workforce management including: Schedule adherence What proportion of their time agents spend on tasks they are scheduled for, versus tasks they are not scheduled for. How do WFM analysts measure contact center performance?

Management 98

Management Schedule adherence contact center workforce Contact Center 98

Taylor Reach Group

AUGUST 23, 2017

Metrics, Key Performance Indicators (KPI’s), Reports – we have a lot of names for the information and data we review to help keep our centers on track and performing as we want them to. To understand the metrics and reporting that we should be looking at, we need to look at the reasons that reporting exists in the first place.

Metrics 66

Metrics Contact Center Schedule adherence Coaching 66

Call Design

SEPTEMBER 2, 2021

Or we could focus on “right time”, concentrating on our forecast accuracy and schedule adherence. How we understand our agents often comes from our KPIs and their metrics. We cannot build schedules that meet business and agent needs if we don’t even know what the agents need.

Schedule adherence 148

Schedule adherence Coaching Finance Interactive Voice Response 148

Monet Software

JUNE 10, 2021

If a particular agent can’t work weekends because they have other responsibilities, they won’t stay in the job for long, or be fully engaged while there, if the schedule doesn’t meet their needs. #3 You might handle everything from inbound sales to product repair scheduling to billing support. 3 Tap into Talents. So break it up.

contact center workforce 122

contact center workforce Average Handle Time Schedule adherence Inbound sales 122

Playvox

MAY 24, 2023

For just about any business or department, metrics are crucial to measuring performance. For the typical contact center, metrics are the key to identifying the reason behind a bad day and being able to create operational efficiency that helps avoid a repeat. Let’s break down these three key metrics.

call center workforce 52

call center workforce Metrics Schedule adherence Call Center 52

Fonolo

OCTOBER 13, 2022

At any given moment, your scheduled staff may be attending a meeting, taking a break, or arriving late because their kid missed the bus and they had to drive them to school. Track Schedule Adherence. Schedule adherence is an area where your workforce management (WFM) tools can be very helpful. Not so fast.

Call Center 81

Call Center Schedule adherence First call resolution Morale 81

Global Response

DECEMBER 2, 2022

Start measuring performance by creating a dashboard Metrics are used by customer care teams to measure performance and signal when changes are needed to make improvements. But each account customizes the metrics to its specific situation, which may differ by product category, industry, sales strategy or any number of factors.

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call center workforce Metrics Call Center Management 62

Pointillist

JANUARY 25, 2019

So how can you balance the need for operational efficiency with meeting customer expectations? It’s no easy task, but the right mix of call center metrics and KPIs can help you stay the course. 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.

Call Center 75

Call Center Metrics Abandon rate Average Handle Time 75

Fonolo

SEPTEMBER 21, 2023

The 4 Most Important Call Center Agent Performance Metrics 1. This call center metric is an essential gauge of customer perception — how they perceive your product and service. As with many of these call center metrics, CES is a good indicator, but rife with nuance. Still, many managers use this back to front.

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

Talkdesk

APRIL 10, 2019

Tracking The Call Center Metrics That Matter Maintaining a high level of customer experience is difficult, especially considering the dozens of metrics that you could be tracking to help you answer the question “Are my customers happy?”. These include things everything from bathroom breaks to team meetings.

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Call Center Metrics Schedule adherence First call resolution 45

Fonolo

MAY 30, 2023

Executive Guide to 6 Call Center Metrics What is Workforce Management in a Call Center? 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. You know where this leads!

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contact center workforce Best practices Contact Center Management 106

Monet Software

JULY 30, 2019

Metrics and Key Performance Indicators (KPIs) should help you monitor and analyze this data but again, there are so many of them. We selected the top call center metrics that will really help your call center succeed. Tip: If this metric is too high, it means your agents are not moving as fast as they should.

Call Center 54

Call Center Metrics Abandon rate Schedule adherence 54

Serenova

AUGUST 25, 2020

Such a disconnect leads to the following questions: How can organizations best support agents’ productivity so they not only meet but exceed their goals? Supports schedule compliance. Schedule adherence assesses how closely a contact center agent follows their scheduled activities. Supports regulatory compliance.

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Contact Center Schedule adherence Management Coaching 81

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. Understanding the key call center efficiency metrics to track , and more importantly, how to improve them, will set you up for success and help keep your customers happy.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

3CLogic

NOVEMBER 10, 2021

Metric standards that don’t make sense. Go Beyond Metrics To Offer Individualized Coaching. Monitoring agent performance metrics — which includes service level, agent schedule adherence, call resolution, average handle time, and customer satisfaction — is critical for identifying opportunities to improve.

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Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

Playvox

NOVEMBER 15, 2022

For contact center managers, this phrase rings in their heads each time they create a forecast, build a schedule, or track schedule adherence. . You might find even yourself re-creating a report a second, third, or fourth time to meet individual users’ needs. Focusing on values and seeking feedback.

Management 86

Management Schedule adherence Coaching Contact Center 86

Playvox

JULY 14, 2023

It’s key to understand the complexities of these metrics to know if they are leading to improved satisfaction or if customers are left feeling rushed and problems are left unresolved. Are agents working on what they are scheduled to do? Look at schedule adherence and schedule compliance metrics.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Fonolo

DECEMBER 9, 2021

Schedule reviews regularly and well in advance. To ensure agents know when their reviews are, schedule them in batches and on the same cadence. You might decide to meet bi-weekly, monthly, or quarterly depending on how many agents you’re responsible for. Ask each agent to have a self-assessment prepared for your meeting. .

Contact Center 81

Contact Center Schedule adherence Abandon rate Average Handle Time 81

Babelforce

MARCH 2, 2022

It also involves taking part in coaching sessions, meetings, and huddles. However, it is not just a metric for team leaders to concern themselves. Also, avoid confusing conformance with schedule adherence. Conformance will not highlight such issues, but adherence will. Why does Conformance Matter?

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Schedule adherence Contact Center Finance Metrics 52

Customer Service Life

FEBRUARY 28, 2023

It’s at this point in the meeting that they reveal the millions of metrics available to any contact center leader who adopts the platform. As someone who loves my metrics, I get giddy as I start considering just how many I can fit onto a single dashboard. But are more metrics really better?

Contact Center 84

Contact Center Metrics Schedule adherence Average Handle Time 84

COPC

APRIL 19, 2023

When designing a balanced scorecard, include the metrics related to your core values and ensure they are weighted appropriately. If you manage a sales organization, your scorecards wouldn’t be complete without conversion metrics. Agent-Level Scorecards Keep agent-level scorecards focused on agent-level metrics.

Metrics 70

Metrics Schedule adherence Benchmark Average Handle Time 70

Noble Systems

SEPTEMBER 29, 2020

At the core, it is comprised of forecasting accuracy, effective scheduling, and efficient rostering. In the contact center, WFM provides the necessary metrics to gain insights into the number of agents and supervisors with the right skill sets that are required to complete the work at any given time of day, week or month.

Management 86

Management Gamification Quality management Schedule adherence 86

Playvox

JULY 31, 2023

Employee self-service allows employees to access a host of information and take care of simple processes themselves, such as requesting leave, checking on their schedules, performing shift swaps, and viewing their performance against KPI metrics. Ensuring that employees can be a part of managing their schedule has big benefits.

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Self service Management Coaching Contact Center 85

Playvox

AUGUST 25, 2022

Another person may not adhere to scheduled breaks or lunches. All these singular actions can negatively impact service level metrics and the customer experience. You can use these in a huddle or team meeting, and they don’t take a lot of time. One person may leave early from their closing shift. ENJOYING THIS ARTICLE?

Personalization 85

Personalization Management Schedule adherence Average Handle Time 85

Playvox

JANUARY 11, 2024

Ultimately the goal of workforce management is to maintain the tricky tightrope act of accurately forecasting the right number of agents to meet the required workload–using the fewest number of labor hours without sacrificing CX or EX. The result—it’s easier to build schedules and manage the daily fluctuations 3.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Monet Software

NOVEMBER 6, 2019

Either way, make sure that you are accommodating celebrating schedule adherence in an effort to promote the behavior you are seeking. However you schedule, strive to optimize staffing, keep customers satisfied and track adherence. Meeting Performance Standards. We’re Here to Help. Contact us today for a demo.

Call Center 54

Call Center Schedule adherence Management call center workforce 54

Fonolo

AUGUST 15, 2023

When it comes to demystifying call center metrics, ‘occupancy rate’ shouldn’t be forgotten. In this post, we will look into how occupancy rate is calculated, what value it adds to the vast mix of call center metrics and the problems that can arise if it is used improperly. What is Occupancy in a Call Center?

Call Center 67

Call Center Schedule adherence Contact Center Agent burnout 67

Monet Software

JULY 25, 2019

Workforce management in a contact center or help desk is the art and science of having the right number of employees with the right skills at the right times, to meet accurately forecasted volumes of work at a predetermined service level with minimized costs. It also means less errors and less manual processes. Boost productivity.

Management 48

Management Schedule adherence Morale Contact Center 48

OctopusTech

MARCH 1, 2023

Choose and focus on the right metrics Inbound call centers have so many things they can measure that it’s tempting to make each measurement equally important. That can lead to data overload and the really important metrics can get lost in the shuffle. Call center agents benefit greatly from having access to reporting metrics.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Talkdesk

JULY 16, 2019

Contact center agents may also take issue with the performance metrics being used to assess them. Also, the caller simply does not care about whatever internal call center metrics you are using for performance management. All they care about is results, and different callers will have different opinions about their interactions.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Fonolo

NOVEMBER 3, 2015

In our on-going effort to demystify call center metrics, ‘occupancy rate’ shouldn’t be forgotten. In this post, we will look into how the occupancy rate is calculated, what value it adds to the vast mix of call center metrics and the problems that can arise if it is used improperly.

Call Center 52

Call Center Average Handle Time Schedule adherence Agent burnout 52

Babelforce

NOVEMBER 30, 2022

We’ve divided our definitions into the following categories: Metrics and measurables Technology Contact center terminology Business practices and methodology. Metrics and measurables. Active waiting calls metric. Make sure to bookmark this page for the next time someone asks you to define a predictive dialer! Cost per call.

Contact Center 52

Contact Center Interactive Voice Response Automatic Callback Call Center 52

BlueOcean

MARCH 24, 2022

At Blue Ocean, where we’re not afraid to brag about the success of our remote agent workforce, we’ve seen this model provide a better balance for our employees and improve overall schedule adherence while meeting or exceeding all other performance metrics over the past two years.

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B2C Customer Care Schedule adherence outsourcing 62

Noble Systems

MARCH 19, 2021

Call monitoring is another essential component for the small business call center, for both agent performance metrics and quality assurance. With WFM, companies can forecast for future activities and make sure they have the right staff in place to meet service levels, without overstaffing to avoid inflated overhead.

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call center software Call Center Interactive Voice Response Contact Center 98