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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Tag: workforce management
CCO (Contact Center Outsourcing) Qualitative Metrics from Customer Experience Perspective
CCO (Contact Center Outsourcing) quality program needs to measure by the qualitative metrics of the interaction from the customer perspective.
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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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