General Customer Experience & Contact Center FAQs

How do I measure agent productivity?

Measuring agent productivity involves tracking performance metrics such as average handle time, after-call work, utilization, and schedule adherence to evaluate efficiency and effectiveness.

What strategies help improve productivity measurement?

Use real-time dashboards, workforce management tools, and analytics to monitor KPIs. Combine these insights with coaching and training programs to drive continuous improvement.

Why does this matter for CX?

Productive agents provide faster resolutions and better service, leading to improved customer satisfaction and operational efficiency.

Learn more about agent performance optimization

General Customer Experience & Contact Center FAQs