Guest Author, Brad Cleveland, Author at Brightmetrics
 by Guest Author, Brad Cleveland

How Service Level and Response Time Redefine Contact Center Accessibility

Accessibility is at the heart of effective contact center management. Without objectives and metrics that enable accessibility, the answers to several questions would be left to chance: How long will customers have to wait? How busy are your agents going to be? What resources (staff and technology) do you need?

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in Agent Performance / Analytics and Reporting / Business Intelligence / Call Center Best Practices / Customer Experience / KPIs / Updates
 by Guest Author, Brad Cleveland

Productivity vs. Efficiency: What Matters Most for Contact Center Agents?

I used to find that many contact center managers viewed contacts handled as virtually synonymous with productivity. How many calls, or emails, or social posts did you handle? Simple, right? Well, not so fast. True productivity is advancing the mission of the organization.

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in Agent Performance / Business Intelligence / Call Center Best Practices / Customer Experience / Discussion / KPIs / Updates

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