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Gamification Coaching First call resolution call center software Average Handle Time Contact center software Morale Analytics Metrics Wait times More Related Topics >
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Call Center Optimization: 5 Methods to Improve Your Operation

Fonolo

AUGUST 17, 2021

Evaluate metrics like first-call resolution , customer satisfaction score, abandonment rate, and average handle time to measure performance, and compare them to your competitors. Employee engagement is necessary for improved productivity. Then, act on your results. Improve training to address gaps.

Call Center 156
Call Center Abandon rate Average Handle Time First call resolution 156
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The Ultimate Guide to Call Center Training

Fonolo

JANUARY 31, 2023

Simply put, call center training is any course, seminar, video, coaching session, or other activity that teaches the skills and behavior required for success in a call center. Call center training is important because it’s part of your customer service plan – and part of a strong employee engagement plan.

Call Center 141
Call Center Contact Center Coaching Gamification 141
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