Tag Archives | Performance Management
What are some of the most common metrics used to evaluate contact center and agent performance when handling social media interactions?
Use performance management in your contact center back office.
Currently we use a pay-for-performance program at my company. We review our staff every month, and 90% of their review is based on call quality. Each call center agent is given a level (1, 2 or 3) that has a rate of pay attached to it. They must maintain that level for three months to […]
Doing More of What You Already Do
What are some of the psychological, biological and/or medical challenges call center agents working the night shift face, and how can we be better prepared to handle these challenges?
Understanding workforce optimization (WFO) in the call center
First-Call Resolution Drives Contact Center Improvements
Can you provide me with tips and techniques for achieving top utilization of my call center staff without burning them out?
FCR Improves Contact Center Performance
We’d like to know what metrics we should use to measure our contact center. We are an inside sales organization, servicing a combination of our own sales staff, customers and occasionally partners. We do not receive a large volume of calls, but we still want to measure our activity. Quality is important to us, and […]
What criteria should we use to determine if our call center is successful? Please provide specific quantitative and qualitative measures for evaluating success.