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7 Things Great Call Center Managers do Every Day

Fonolo

Posted by Gary Vaynerchuk on Monday, June 17, 2019. Many new call center executives make the mistake of expecting their call center agents to care about the success of the call center as much as they do. Average Handle Time. The Biggest Mistake Your Boss is Making. Remember You Work for Your Agents.

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2023 Contact Center Report: How Contact Center Leaders Are Improving Efficiency and Doing More With “Less”

Balto

They did, however, care more about dials per week and average handle time. The metrics that our respondents looked at most closely were Customer Satisfaction (CSAT) Score (55.83%), Customer Retention Rate (CRR) (39.21%), and Average Handle Time (36.97%). Is the Contact Center a Good Career?