Abandon rate Average Handle Time Course Service level 
Fonolo
DECEMBER 6, 2022
This might look like taking an online course and learning to adapt your leadership style , researching new business models and processes, and honing communication skills with different stakeholders. . If any of those items aren’t covered, it’s time to reassess and update your call center technology. Are your sales dropping?
NobelBiz
MARCH 5, 2024
These reports are the snapshots, the tangible records that document everything from call volumes and service levels to agent productivity and customer satisfaction scores. Call Center Analytics : If reporting is the compass, then analytics is the sextant, enabling navigators to chart a course towards future destinations.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Fonolo
AUGUST 4, 2022
Your call center might have some efficiency issues around workforce management and training gaps that cause longer hold times, heightened abandon rates, and other indications of poor service. Of course, keep agent performance reports private, unless you’d like to recognize a successful agent!
Taylor Reach Group
JANUARY 11, 2018
Volatility in the form of volumes spikes, seasonality or increased handle time (AHT) is the enemy. The CCO’s employ forecasts which are matched to the contractual KPI’s, most commonly, Service Level (the percentage of contacts answered within a specified time-period, which often varies by channel), Average Handle Time and Abandon rate.
Global Response
MAY 15, 2023
Actionable: Offer skills-based training and refresher courses. The most important takeaway is that training for agents should be ongoing —not a one-time event that happens during the onboarding process and then never again. Your support, quality service levels, scripts and so on should be unified across all customer touchpoints.
Global Response
MAY 22, 2023
If you currently use inbound or outbound call center services and are looking for ways to: expand your services improve service levels increase efficiency develop more flexible and scalable models support business growth …then a blended call center might be a better fit for your business.
Global Response
DECEMBER 21, 2023
What kind of customer service quality will I get if I outsource? How do I know if my outsourcing provider is delivering good service for my customers? and, of course, there’s a lot more questions beyond those. To make it easier to get started, we’ve put together this in-depth guide to the world of customer service outsourcing.
Expert insights. Personalized for you.
142 
Let's personalize your content