TechSee

JUNE 4, 2019

Everyone knows that time equals money, right? Nowhere is that truer than in call center training – bringing new agents up to speed on products, processes and the productivity expected of them. Call center training priorities. Virtual private tutors. One size doesn’t fit all. Get in the game. On-the-job learning.

Call Center 117

Call Center Technology Contact Center Average Handle Time 117

ShepHyken

JULY 11, 2022

Magazine) As the global marketplace shrinks and communication channels continue to evolve, competition is heating up. Businesses can’t focus on reaching their target audience and call it a day. Finally, this is an all-the-time consistent effort. Time to Emphasise Real-Time CX Metrics by Ginger Conlon.

Article 24

Article 2022 Customer Service Magazine 24

COPC

AUGUST 4, 2016

I found this article in CRM magazine, Inbound and Outbound Converge in the New Contact Center , to be an interesting one because it discusses some of the changes in our industry that are being made possible by process and technology, but with an eye to improving the customer experience. By Leonard Klie – CRM magazine.

Contact Center 40

Contact Center Magazine Average Handle Time Call Center 40

Chattermill

JUNE 3, 2019

Think back to a time where you went to a restaurant based on a giant ad? Most likely very few times. How many times, in contrast, have you followed the recommendation of a friend or a positive review in a magazine or newspaper? Average Handling Time.

Metrics 85

Metrics Measurement Customer Experience Net Promoter Score 85

Talkdesk

JULY 31, 2017

This conversation originally appeared in Opentalk magazine. You meet with customers all the time. When it comes to call centers and service centers what are people focusing on today compared to a decade ago? Our customers have new titles: They’re not just VPs of Service who manage the operations of call centers.

Innovation 42

Innovation Average Handle Time Magazine Contact Center 42

Talkdesk

JULY 31, 2017

This conversation originally appeared in Opentalk magazine. You meet with customers all the time. When it comes to call centers and service centers what are people focusing on today compared to a decade ago? Our customers have new titles: They’re not just VPs of Service who manage the operations of call centers.

Innovation 40

Innovation Average Handle Time Magazine Contact Center 40

CSM Magazine

JUNE 12, 2017

Executives often hone-in on the call center as a prime place to begin cutting costs, but are challenged with how to do so, without negatively impacting the customer experience. AHT is the sum of talk time, hold time and call wrap-up time divided by the total number of calls.

Call Center 45

Call Center Customer Experience Average Handle Time Telecommunications 45