ShepHyken

JANUARY 22, 2021

Sh e shares best practices supervisors can use for monitoring call center agents in a work-from-home scenario. COVID-19 has led us to believe that we need to rethink, amend, and strengthen our contact centers with robust technology to stay ahead of the pandemic. They can also snoop, barge, and whisper on a live call if required.

Call Center 87

Call Center Contact Center Average Handle Time E-support 87

Uniphore

JUNE 10, 2021

3 Ways Call Center Coaching is Leading to Customer Churn. Why then do so many call centers struggle to convert coaching into real, measurable results? Research shows that agent retention rates were nearly double the average when coaches spent 60 percent or more of their time on the call center floor.‡

Call Center 59

Call Center Contact Center Average Handle Time 2021 59

ViiBE Blog

MAY 13, 2021

Customers often contact a call center when they are frustrated or experiencing an issue with a product or service. In the background, entire systems run behind the scenes to manage their call and put them in touch with a representative as efficiently as possible. There are different types of call centers.

Call Center 52

Call Center Technology Contact Center Net Promoter Score 52

Playvox

JULY 14, 2023

Here’s the blueprint for achieving greater agent productivity in your call center. Contact Center Agent Productivity Defined Call center agent productivity is based on the efficiency and effectiveness with which your agents handle customer interactions, such as incoming calls, emails, chats, and social interactions.

Contact Center 74

Contact Center Measurement Call Center Average Handle Time 74

Stella Connect

JANUARY 19, 2018

Consistently great front-line performance is the goal of every call center training program. In many cases, call center training is delivered with the same frequency across the board, or it’s weighted toward agents who need the most help. This remains a common practice in many call centers today.

Call Center 41

Call Center Average Handle Time 2008 Feedback 41

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. In uncertain economic times, they become even more critical to help navigate business health and growth. What Are Call Center Efficiency Metrics?

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

Natalie Petouhof

SEPTEMBER 1, 2016

Customer care extends far beyond the traditional call center. Once everyone is on board, it’s time to create some baseline metrics and goals and then determine what the ROI needs to be based on the program qualifications being set in place. Metrics/Key Performance Indicators (KPIs) to measure the goals and objectives.

ROI 45

ROI Social Media Airlines Customer Service 45