What are the most important service criteria to measure in a call center?
Since no two call centers are exactly alike, it’s impossible to provide a definitive answer or a ranking of criteria by importance.
Most call centers benefit from tracking the following:
- First Call Resolution
- Average Handle Time
- Average Wait Time
- Schedule Adherence
- Forecast Accuracy
- Call Response Time
- Abandoned Calls
- Call Volume Per Agent, Per Day
Workforce Management: Big Benefits for Small Contact Centers
Where is it written that only contact centers with 100 agents or more can benefit from a workforce management solution?
Confidence: The Overlooked (But Vital) Agent Trait
What qualities do you look for when interviewing potential contact center agents? Certainly, experience is important, but as this is