Hodusoft

JUNE 7, 2024

The way a call center is managed goes a long way in determining its success or failure. In this blog, we have highlighted how call center management can be made seamless using call center software or contact center software while tracking essential metrics and executing standard call center management practices.

Best practices 52

Best practices Call Center Omni-channel support Management 52

Call Design

SEPTEMBER 21, 2021

Gamification allows you to manage metrics during the training process, enabling managers to understand the strengths and weaknesses of agents in a quantifiable manner. Metrics include: • First call resolution. Average speed to answer. Average handle time. Average after work time.

Gamification 78

Gamification Schedule adherence Average Handle Time First call resolution 78

eGain

MARCH 3, 2015

Within the contact center environment there are many operational metrics that are measured such as first call resolution (FCR) and average handle time (AHT). These are typically assessed by sampling call recordings after the event. Net Promoter Score? The trouble is NPS is not very diagnostic.

Customer Experience 69

Customer Experience Management Contact Center Average Handle Time 69