Ten Dumb Things Smart Contact Center Management & Executives Do
This is my top ten list of really dumb things that smart call and contact center management and executives do.
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Category: CX Workforce
Metrics for Call Centers: What They Mean to Customers
Metrics for call centers: FCR (1st contact resolution), AHT (average handle time), SL (service level), ASA (average speed of answer),
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Attrition Calculation for Contact Center Agents
Attrition calculation for contact center or call center agents: (Total number lost/Average total staff) X 100 By: Peg Ayers &
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Schedule Adherence Calculation for Contact Center Agents
Schedule Adherence Calculation: Agent’s scheduled log in time – total amount of minutes out of schedule adherence
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Average handle time analysis for call centers
Call center average handle time analysis is key in calculating required staffing. It must start as process optimization without costing
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Operational Indicators – Service Levels, ASA & Occupancy Rate
Operational Indicators - Service Levels, ASA & Occupancy Rate, guide customer experience workforce management and CX leadership. By: Turaj Seyrafiaan
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