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 ...
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 ...
