CSM Magazine

OCTOBER 10, 2023

Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. So, is Average Handle Time (AHT) still a relevant metric and what does it mean for contact centres today?

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

Playvox

APRIL 4, 2023

But the gap between how managers view feedback and how employees see it simply isn’t good for agent morale and mindset. To keep engagement up, feedback should be focused on coaching rather than micromanaging. Remember that understanding their role and goals was the most important factor in agent engagement.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Talkdesk

JULY 16, 2019

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

NobelBiz

FEBRUARY 21, 2023

And the best practices and tips for managing callbacks Agents proposing the best product or service is no longer a sure bet for success. Let’s find out more about the potential of the Callback feature for call centers, its benefits, and best practices for managing callbacks in contact centers.

Best practices 52

Best practices Contact Center Abandon rate Management 52

Playvox

DECEMBER 13, 2022

Related Article: How Contact Center Agent Burnout Decreases Productivity (And What You Can Do About It). What To Do if Contact Center Agents Are Participating in Interaction Avoidance. The simple fact is that some agents do avoid interactions, though their reasons for doing it can vary. Review KPIs.

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84