Measuring Productivity in the Contact Centre

Measuring productivity in the contact center is a complex challenge requiring a clear understanding of team demands and organizational objectives. This blog post explores defining productivity, key obstacles in measuring it, and how a data-driven approach can optimize workforce planning and employee satisfaction.

Key topics include:

Balancing service level targets with agent productivity for efficiency
Overcoming blind spots in productivity data for actionable decisions
Aligning agent strengths to enhance coaching, task delegation, and engagement
The link between productivity, customer satisfaction, and technology

Read the full blog post to transform productivity in your contact center.

Vendor:: FourNet
Posted:: Jan 28, 2025
Published:: Jan 28, 2025
Format:: HTML
Type:: Blog

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