Nov 17 2 mins, 12 secs read

Advanced Contact Center Metrics – Speed to Competency

"Speed to Competency" includes metrics such as FCR, CSAT, Quality score, balanced scorecard, Agent engagement or ESAT, A...

Nov 15 6 mins, 2 secs read

Quality Control versus Efficiency? And the winner is …

Quality control based on voice of customers can improve contact centers CX service quality and efficiency -- both are im...

Nov 13 3 mins, 32 secs read

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 spee...

Nov 12 2 mins, 11 secs read

Schedule Adherence Calculation for Contact Center Agents

Schedule Adherence Calculation: Agent’s scheduled log in time – total amount of minutes out of schedule adherence ...

Nov 12 5 mins, 45 secs read

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 ...

Nov 12 8 mins, 52 secs read

Operational Indicators – Service Levels, ASA & Occupancy Rate

Operational Indicators - Service Levels, ASA & Occupancy Rate, guide customer experience workforce management and CX...

Nov 12 2 mins, 27 secs read

Calculating Average Handle Time (AHT) in Light of Customer Experience and IVRs

Average handle time (AHT) gives insights on how to improve CX efficiency, self service, Interactive Voice Response (IVR)...

Nov 12 5 mins, 20 secs read

AHT (Average Handle Time) and FCR (First Contact Resolution)

AHT (average handle time) can stay in the way of improving call center First Contact Resolution (FCR). By: Turaj Seyraf...