Metrics are what help managers and agents improve their performances in the contact center, and accuracy is what counts most when gathering this type of intelligence. Let's look at how synchronized clocks can work wonders for metrics precision in the contact center.
A low average handle time is the mark of a strong contact center, and with clock synchronization, managers can get the truth about AHT for every agent and section.
Wrap up time is also an important metric that can be made more accurate with the use of synchronized clocks. This KPI helps leaders gauge how much time is needed between agent calls.
Finally, clock syncing helps managers make the most of their gamification efforts, ensuring accuracy and fairness for every objective. What metrics need sharpening in your contact center?