I am looking to revamp the reporting structure of agent productivity. Any ideas of what to report and layout. Also, are one to one meetings held with your team daily/weekly to discuss the previous days productivity?
Agent Productivity
Call Centre Helper Forum » Call Centre Management
(2 posts)
Tracey
I think that the best measurements are those that focus on quality rather than productivity.
Call scoring and NetPromoter scores for me would be quite key metreics to highlight.
Posted 2 years ago
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