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

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

Fonolo

JANUARY 31, 2022

Learn how you can better your team performance below… How to Foster Agent Engagement in a Hybrid Contact Center. Key Performance Indicators for Agent Productivity. Measuring the authenticity and thoroughness of an agent’s customer interactions isn’t as tricky as you think. Average Handle Time (AHT).

Call Center 87

Call Center Average Handle Time Agent burnout Contact Center 87

Fonolo

SEPTEMBER 28, 2021

TIP: Develop an interview scorecard based on your company’s needs and use it to rate potential candidates after their interview. One single training strategy will ensure all of your agents are on the same page and will provide consistent service to all customers. 5 Best Practices for Training Remote Call Center Agents.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

Playvox

DECEMBER 13, 2022

Related Article: 3 Tips For Optimizing Your Contact Center Schedule. 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. You can even motivate agents with a leaderboard for those KPIs.

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84

Playvox

APRIL 6, 2023

If too many people are scheduled, you’ll see downtime between interactions, lower occupancy rates, and lower employee productivity for the agents. If not enough people are scheduled, you will often see agent burnout due to minimal breaks between interactions, a higher-than-ideal occupancy rate, and higher overtime costs.

Management 54

Management Contact Center Best practices Agent burnout 54