Remove Abandon rate Remove Banking Remove Schedule adherence Remove Technology
article thumbnail

Evaluate Agent Performance like a Pro with this Contact Center Score Card 

Fonolo

All contact center managers know that the job entails so much more than just scheduling a team and watching them work. Managers act as the team’s support system, training resource, knowledge bank, and biggest motivator. To ensure agents know when their reviews are, schedule them in batches and on the same cadence. Abandon rate.

article thumbnail

International Contact Centre Operations Tips & Best Practices

Callminer

To learn how CallMiner is helping African Bank better extract and operationalise insights from voice-based customer interactions in its call centres, watch to our Tech Central podcast, How CallMiner is Helping African Bank Retain and Grow its Client Base. . Procedural and Technological Tips for International Call Centres.