Attendance | Managing Metrics

The Attendance Metric in call centers is important to operational quality and financial success. Tracking it properly and managing it well are important for workforce management reasons, as well as agent morale reasons. This video defines Attendance and provides typical ranges as well as useful tips for managers.

To get the most out of this video, it may be helpful to watch our previous agent soft skill videos that will help to round out and improve your Agents skills:

Benchmark Portal has helped thousands of individuals and organizations around the world to improve their performance through professional certification programs, in-person and online training courses, as well as contact center benchmarking and consulting services that tell your organization where you stand in relationship to your industry peers and top performing contact centers around the globe.