Fonolo

SEPTEMBER 14, 2023

When setting your targets, make sure your agents are comfortable with achieving the goal in the given time frame — but not too comfortable! Set your goals carefully, because having too much or too little time can negatively affect your outcomes. Share constructive feedback and recognition for good work. Improve KPIs.

Contact Center 91

Contact Center Call Center Average Handle Time Construction 91

Global Response

MARCH 26, 2024

Implement a constructive feedback process that allows both parties to express concerns and suggestions. Setting clear expectations and SLAs (Service Level Agreements) The second step in building a solid partnership is setting clear expectations and well-defined Service Level Agreements (SLAs).

Best practices 62

Best practices Management outsourcing Business Process Outsourcing 62

Hodusoft

AUGUST 2, 2023

Outsourcing costs In case a contact center outsources its operations to any other service provider, it would have to bear additional costs such as contract fees, service level agreements, and other miscellaneous costs. In some cases, cost per call can account for almost 50 percent of the total cost of fulfilling an order.

Contact Center 52

Contact Center Metrics Contact center software Interactive Voice Response 52