How to Track Your Teams’ Performance With Better Dashboards
Your call center probably uses a dashboard (or several) to track various performance metrics. But is your dashboard really making a difference to your teams’
Your call center probably uses a dashboard (or several) to track various performance metrics. But is your dashboard really making a difference to your teams’
In this post: Why does schedule adherence matter? How is schedule adherence calculated? Four ways to manage and improve schedule adherence Call center schedule adherence
A key performance indicator is a measurement that indicates how well a business is reaching important objectives. Incorporating smart KPIs into everyday interactions should increase
Workforce Management (WFM) is a set of business processes that contact centers use to ensure that staff can work in a cost-effective way. This includes
In this post: What is an inbound call center? Key metrics for inbound call centers Three skills the best call centers have What is an
In this post: Customer Satisfaction Customer Effort Score Customer Churn Rate Net Promoter Score Customer Service Satisfaction You already understand the importance of knowing how
The call center is often the most data-driven area of business. Call center metrics inform everything from long-term planning to real-time response. They can also