Playvox

NOVEMBER 1, 2022

If your contact center is like most, you probably have a robust set of guidelines that document your procedures, detail your standards, and outline how employees should handle various situations. Agents in our survey were resounding in their praise for remote work arrangements.

Contact Center 74

Contact Center Schedule adherence Average Handle Time Coaching 74

Playvox

JUNE 22, 2023

Customer Satisfaction (CSAT) Perhaps the most common of CX metrics, CSAT is often in the form of a customer survey on a four- or five-point scale that indicates how satisfied a customer or group of customers is with a specific product, transaction, or interaction with a company and its service level. Why do metrics matter?

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Fonolo

DECEMBER 9, 2021

FACT: According to research from Statista , the majority of employees surveyed believed learning and development is important to career success (76% of Gen Z’s, 61% of Millennials, and 56% of Gen X’s). Agent Engagement Will Be Critical for Contact Centers in 2022. Average handle time (AHT). Average hold time.

Contact Center 81

Contact Center Schedule adherence Abandon rate Average Handle Time 81