Boosting Visibility into Call Center Agent Activities

It’s 11am – do you know what your agents are doing?The more you know, the better idea you’ll have of how well they are meeting your objectives. And since this is important information, you should get it in real-time, not at the end of the shift or the day. Proactive performance management makes this possible, with the right technology in place. However, too many call centers still lack the capability to track and measure key performance indicators (KPIs). Without this vital data, forecasting, scheduling and staffing become much more difficult – and cannot be achieved with the same economic efficiency.

With the real-time performance management capabilities of Monet Metrics, you’ll gain the insight you need into how much each agent is costing you, and how often each one stays in (or falls out of) adherence. You’ll get actionable data on such metrics as:

  • Service levels
  • Answer and abandon metrics
  • Average handle time (AHT)
  • Average speed of answer (ASA)
  • Average talk time (ATT)
  • Forecast accuracy
  • Labor costs and staffing
  • Shrinkage and absenteeism

By taking a unified approach to KPIs, and not examining each one separately, managers receive a clear picture into how their contact centers are functioning at any given moment. Armed with this data, it’s easier to make adjustments that result in a better utilization of resources, better cost management and improved service levels. Proactive performance management takes the guesswork out of knowing what your agents are doing, and how well they are doing it.

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