Taylor Reach Group

JANUARY 22, 2020

Here are two of those tactics you should avoid: Capping handle time for agents. Trying to manage by AHT (Average Handle Time) will ultimately fail. The shorthand of getting calls completed faster so you can handle more calls sounds reasonable at first blush, but it is not.

Average Handle Time 125

Average Handle Time Morale Consulting Consulting 125

SharpenCX

FEBRUARY 25, 2020

Consulting group Korn Ferry found that employee stress levels have risen nearly 20% in three decades. And, this hurts you, team morale, and your customers. Each disengaged employee can cost you $2,246 , according to ADP. Employee engagement is directly tied to revenue growth.

Call Center 76

Call Center Morale Metrics Abandon rate 76

Fenero

SEPTEMBER 15, 2018

Craving and holding on to straight productivity metrics is probably the easiest way to malign employee morale and retention. Regular rewards boost employee morale and make them feel valued and important in the organization. Being treated as a solidarity unit of the organization does not help with employee retention.

Call Center 13

Call Center Morale virtual call center Metrics 13

Fenero

JANUARY 20, 2019

Craving and holding on to straight productivity metrics is probably the easiest way to malign employee morale and retention. Organizations talk about being employee and customer-focused, but end up focusing too much on metrics like Average Handling Time, Average Calls Handled, etc.

Call Center 8

Call Center Morale Automotive Metrics 8