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How the Grinch stole CSAT During the Holiday Rush

Nicereply

DECEMBER 22, 2020

This in itself is a huge logistical feat, and things often go awry.Furthermore, more tickets leads to longer call or email wait-times, with customers becoming more and more frustrated. If so, plan for it this time by provisioning more staff members to handle the influx. Longer wait times. Benchmark metrics.

Wait times 59
Wait times Consulting Consulting Morale 59
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25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

Callminer

AUGUST 1, 2017

Reduced Queue wait time : This can be done by having a strong dialer that can reroute calls to different agent groups. Set your goals (contact concurrency or resolution time, the percentage of first time resolution, etc.) and then measure them obsessively, rewarding improvement. Scott Nazareth. Markus Linder.

Contact Center 334
Contact Center Call Center Average Handle Time Real estate 334
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