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 ...
Operational Indicators - Service Levels, ASA & Occupancy Rate, guide customer experience workforce management and CX...
Call Center Occupancy Optimization = workforce efficiency & CSAT. Calculation: Total Contact Time (Talk + Post call ...
AHT (average handle time) can stay in the way of improving call center First Contact Resolution (FCR). By: Turaj Seyraf...
Supervisors at customer contact centers: promotion, training, trust building, leading by example. By: Peg Ayers, MBA, C...
Quality assurance 3 key factors for a contact center and CX support: simplicity, actionable feedback, and monitor and re...
Actively seeking anonymous employee feedback leads to employee engagement and valuable insights for improving customer e...
