Expivia

JULY 19, 2023

Meanwhile, a technical support center might value problem-solving and patience , whereas an outbound center might emphasize resilience and results. It’s not just about hitting service levels or maintaining schedule adherence, but instilling the right culture that aligns with your contact center’s goals.

Contact Center 52

Contact Center Schedule adherence Technical Support Analytics 52

Pointillist

JANUARY 25, 2019

Importantly, customers show more willingness to wait on hold for technical support than for a sales transaction. Adherence to Schedule Another productivity related call center metric, adherence to schedule assesses how well agents manage their on-the-job time.

Call Center 75

Call Center Metrics Abandon rate Average Handle Time 75

Call Center Pros

DECEMBER 17, 2018

The first step in ensuring your customer support team is set up for success during the holidays, is optimizing your scheduling and aiming to maximize agent capacity. Make sure your team understands the importance of schedule adherence during the seasonal rush.

Schedule adherence 40

Schedule adherence call center software Call Center Sales 40

Hodusoft

JUNE 7, 2024

Inbound Communication Call and Contact centers receive a wide range of incoming communication requests such as: Inquiries about products or services Customer complaints Requests for technical support Requests for placing orders and more 2. This metric gives a detailed analysis of the utilized time by the agents across their shifts.

Best practices 52

Best practices Call Center Omni-channel support Management 52