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Dive in to read more about tips to improve agent morale and engagement, advice for making the transition from multichannel to omnichannel, insights on calculating occupancy, a look at a few innovative niche technologies […].
Many call center metrics focus on platform efficiencies like speed of answer, handle time, scheduleadherence, etc. Regardless of whether a brand considers the experience it provides as omnichannel or multichannel, it should measure the experience across the entire journey.
Are agents working on what they are scheduled to do? Look at scheduleadherence and schedule compliance metrics. Accurate forecasting is critical and will tie directly to your agents’ scheduleadherence. The benchmark for this metric is typically 85-90% occupancy across all multichannel agents.
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