Tag Archives: AHT

Contact Center Reporting – Improve the Understanding of the Data

Posted on August 27, 2010 by admin

Use simple graphical trend reports to turn boring data into useful reports that get action within your contact center.

Posted in call centre videos | Tagged Agent performance, AHT, Call Center, call centre, contact center, Contact Center Reporting, Contact Centre, contact centre agents, cool reporting, csrs, customer care, customer service, graphical reports, Keynote Presentation, measure performance, operating a contact centre, Reporting, reporting in a call centre, reports, service, Service level, SVL, tracking agents, tutorial | 1 Comment

Call Center Management – Agent Occupancy

Posted on July 20, 2010 by admin

What is Occupancy? Why is it important? How to calculate it. What is “ideal” Occupancy. Factors that drive Occupancy.

Posted in call centre videos | Tagged after call work, agent stress, Agents, AHT, busy time, Call Center, call centre, call centre planning, call length, call load, call volume, call work, call wrap, calls answered, calls offered, cost per call, customer service, ewfm, hold time, idle time, interval staffing, occupancy, operating costs, scheduling, Service level, SL, staffing, staffing a call center, staffing plan, SVL, talk time, utilization, work force management, work time | Leave a comment