DMG Consulting

AUGUST 10, 2023

Real-time guidance (RTG) solutions are designed to advise and guide agents in resolving and handling service inquiries or closing a sale or collection. In other cases, next-best-action recommendations are used to ensure agents know the correct things to say at the right times.

Upselling 48

Upselling Scripts Average Handle Time Coaching 48

Fonolo

SEPTEMBER 30, 2022

While product knowledge, scripts, and protocols are important parts of training your agents, neglecting call center soft skills can affect your call center’s performance. This will improve KPIs in the long run, including Average Handle Time, Customer Satisfaction (CSat), and First Call Resolution (FCR). 20 Questions.

Call Center 81

Call Center Scripts Contact Center Average Handle Time 81

NobelBiz

MARCH 6, 2023

And that their issues are resolved in an efficient and timely manner. Track call center metrics, such as average handling time, first-call resolution rate, and customer satisfaction scores. This ensures that customers are connected to the right agent.

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Improved agent productivity – With more time available to front-line management, productivity improvements from focused coaching are realized. Switch your agents tasks on occasion, encourage collaboration, and create team-building exercises. It will facilitate agent enthusiasm and interest, while keeping them on their toes.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

SharpenCX

NOVEMBER 5, 2020

I take my daily vitamins, do my breathing exercises, and go for a walk outside every day. Putting in the time to coach and train your team ensures you stop bad agent habits in their tracks. With so much to do, it’s tough to find the headspace, let alone the time, to think through how to coach your agents regularly.

Average Handle Time 67

Average Handle Time Coaching Calibration Feedback 67

LiveChat

JULY 15, 2015

In low–CQ companies , reps’ job is to stick to the game plan that’s already been scripted. During coaching sessions with each rep, supervisors listen to previously recorded calls and agree on which level the rep is achieving with that customer. It’s not considered as a “good job”, because of AHT – average handle time.

Customer Support 73

Customer Support Average Handle Time Coaching Customer Service 73

LiveChat

JULY 15, 2015

In low–CQ companies , reps’ job is to stick to the game plan that’s already been scripted. During coaching sessions with each rep, supervisors listen to previously recorded calls and agree on which level the rep is achieving with that customer. It’s not considered as a “good job”, because of AHT – average handle time.

Customer Support 44

Customer Support Average Handle Time Coaching Customer Service 44