Accountability Average Handle Time Morale Scripts 
Tethr
JANUARY 30, 2020
Script adherence Proper greeting Required closing Compliance (proper authentication, retrieval of account number, disclosure statement) Skills & behaviors (professionalism, empathy, subject matter expertise, confidence, friendliness). Here are some points they are ticking off their boxes. Biases make any data less actionable.
Enghouse Interactive
JANUARY 8, 2021
Agents account for around 75% of contact centre costs, so managing them efficiently is vital. This improves morale and retention while reducing management time. For example, if you can automate wrap-up activities after a call you’ll be able to free up agent time and enable them to be more productive. Self-service.
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OctopusTech
AUGUST 31, 2022
It also gives them self-service options such as letting them know the operating hours and balances of their account or sharing billing information. IVR call centers are designed in a way that reduces the amount of time spent by agents on small tasks so that skilled agents can focus on solving the concerns of customers quickly.
NobelBiz
FEBRUARY 27, 2023
This does not rely solely on the technology solution, but also access to a knowledge base, scripts for the recurring interactions, and feedback from supervisors. This measure is strongly connected to AHT: if AHT falls but FCR rises, it indicates that client calls are not being handled satisfactorily.
Comm100
OCTOBER 30, 2017
Free Download] 120+ Ready-to-Use Live Chat Scripts for Both Sales and Customer Service. The downloadable contains scripts for all kinds of scenarios, ranging from greetings to collecting personal information, and can help your live chat team deliver more efficient, quality support immediately. Communication Technologies.
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