Serenova

MAY 29, 2020

We’ve seen that the organizations that are not only surviving, but beginning to gain the momentum necessary to thrive long-term, have consistently prioritized nine contact center best practices that withstand the test of time—and a global pandemic. Contact Center Best Practices for 2020. Every time.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

We’ve seen that the organizations that are not only surviving, but beginning to gain the momentum necessary to thrive long-term, have consistently prioritized nine contact center best practices that withstand the test of time—and a global pandemic. Contact Center Best Practices for 2020. Every time.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Call Design

JULY 6, 2021

Calibration is key when measuring quality to ensure any suggestion of bias is removed. Average Handle Time (AHT). Average handling time tells you how much time on average, an agent spends working on a task. It is measured as a percentage of scheduled time on the phone.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

Global Response

OCTOBER 26, 2022

One of the largest outsourcing benefits is the feeling of relief that your business is being handled by operational experts applying best practices. Dashboards: Receive examples of how the partner displays an overview of KPIs. Operations: What services does your contact center partner offer and how will you be involved?

outsourcing 62

outsourcing Calibration Contact Center Call Center 62

Outsource Consultants

MARCH 29, 2021

You can’t expect BPO agents dealing directly with customer complaints to maintain the same CSAT scores as those handling account upgrades, for example. Call Center Tip #5 — Collaborate and Calibrate. Lastly, make sure you’re leveraging your BPO’s expertise in real-time. Managing BPO Vendor Best Practices.

Management 76

Management Calibration Call Center Average Handle Time 76

pindrop

AUGUST 16, 2021

An example would be “Which of these addresses have you been associated with in the past?” Static knowledge-based authentication is the use of questions with presumably unique answers that should be specific to you – for example, “What is your favorite food?” Be equipped with the latest caller authentication insights and best practices.

Contact Center 62

Contact Center Average Handle Time Calibration Airlines 62

Callminer

AUGUST 1, 2017

Average handling times (AHT) increase. Reduced Queue wait time : This can be done by having a strong dialer that can reroute calls to different agent groups. Example: Campaign A has a high call volume but campaign B has less calls and the agents that are assigned campaign B are not busy. Errors happen.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334