WFM

Calculating Agent Attrition in the Contact Center

Posted on May 02, 2018 in agent attrition • Metrics • Turnover • WFM

By: Peg Ayers & Turaj Seyrafiaan Definition: The percentage of staff who leave the Contact Center, voluntarily or involuntarily, over a period of time. Calculation: (Total number lost/Average total staff) X 100 Example: The total staff at the beginning of the month is 90 and at the end is 110, so the average staff for […]

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Contact Center Metrics, Why Do They Matter?

Posted on August 23, 2017 in Agent Experience • AHT • ASA • Call Center DIY • Call Center Management • Call Center Performance • Call Center Tools • CES • CSAT • Customer Experience Metrics • Customer Satisfaction • Facts and Figures • FCR • Forecasting • Forecasting- WFM • Metrics • Net Promoter • NPS • Service Level • WFM

By: Colin Taylor Metrics, Key Performance Indicators (KPI’s), Reports – we have a lot of names for the information and data we review to help keep our centers on track and performing as we want them to. Contact Centers can generate an immense amount of data and reporting on just about anything that we could […]

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Pokemon Go And Your Contact Center

Posted on July 26, 2016 in Agent Experience • Call Center Management • Call Center Performance • Employee Engagement • retention • WFM

Tags: #callcenter• #cctr• #contactcenter• #custexp• #custserv• #pokemon• #shrinkage• customer service• WFM

By Colin Taylor It has just been a few weeks since Pokemon Go has unleashed mobs of zombies walking in search of new Pokemon to capture, and other players to battle. The game quickly eclipsed Twitters total number of users and at more than 21 million players it shows no signs that the growth is […]

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