Aspect
JULY 15, 2020
The 2020 survey shows that 96% of Millennial agents and 97% of Gen Z agents own smartphones. Aspect Workforce Optimization Version 20 allows contact center employees to be immediately mobile, so the workforce can be adapted to whatever new condition these uncertain times may bring. .
Balto
APRIL 20, 2023
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?
Fonolo
MAY 7, 2015
UPDATED FEBRUARY 2020: The call center is an extremely stressful work environment. Simply knowing how to run a call center isn’t enough for success. Not for the weak at heart, only some call center managers have the grace, tenacity, and skills to handle the extreme pressures of the contact center manager’s job.
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