This is my top ten list of really dumb things that smart call and contact center management and executives do. If you ha...
CCO (Contact Center Outsourcing) quality program needs to measure by the qualitative metrics of the interaction from the...
Metrics for call centers: FCR (1st contact resolution), AHT (average handle time), SL (service level), ASA (average spee...
Attrition calculation for contact center or call center agents: (Total number lost/Average total staff) X 100 By: Peg A...
CSAT Level: raise it by ownership, emotional connection, feedback for customer-centric products & services rather th...
Root cause analysis for contact centers require experienced ApeCX experts who have conducted full life-cycle customer ex...
Schedule Adherence Calculation: Agent’s scheduled log in time – total amount of minutes out of schedule adherence Â...
Call center average handle time analysis is key in calculating required staffing. It must start as process optimization ...
