Fonolo
FEBRUARY 18, 2021
For example, if you’re looking to increase productivity and agent performance, you’re likely looking at a larger goal of improving employee engagement. Start with common KPIs such as Average Handle Time (AHT), First Call Resolution (FCR) and abandonment rates. Dive into your data history.
Hodusoft
OCTOBER 22, 2021
Additionally, to improve employee engagement and customer satisfaction, you can employ schedule adherence and conformance metrics. Call center metrics focus entirely on average handling time or average talk time. Examine key performance indicators (KPIs). Conclusion.
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SharpenCX
JULY 26, 2023
You can use the data you collect to predict behavior and correct issues before they start (which may lead to account termination). Look at failed accounts and identify patterns in the products they use, reps they spoke to, when they purchased, what channel they seek support through, etc.
Fonolo
APRIL 7, 2022
When call center managers are properly monitoring phone calls (and other contact channels) for quality, there’s a greater chance for CSat improvement and of maintaining these higher scores over time. Note, it’s also important to employee engagement and growth to understand agent performance on an individual level.
Expivia
MARCH 11, 2021
Average Handle Time. The handle time starts when the call hits the queue and ends when the agent wraps up the memo. Knowing your call center’s average handle time is crucial to running an effective contact center. But, are these going to take your company culture and employees into account?
Fonolo
APRIL 7, 2022
When call center managers are properly monitoring phone calls (and other contact channels) for quality, there’s a greater chance for CSat improvement and of maintaining these higher scores over time. Note, it’s also important to employee engagement and growth to understand agent performance on an individual level.
Fonolo
MARCH 8, 2022
The best WFM enlists strategy to help management make the best use of agent labor hours to yield efficiency and revenue, without sacrificing employee engagement or customer loyalty and satisfaction. Try compiling every IVR message, email, average handle time, and more into a spreadsheet. The benefits?
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