Call Design

JULY 6, 2021

Average delay refers to the average amount of time a customer spends waiting in the queue for an answer from an agent whereas grade of service is the defined as a percentage of contacts answered within x seconds. Calibration is key when measuring quality to ensure any suggestion of bias is removed. Forecast Accuracy.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

Connecting the Dots

SEPTEMBER 7, 2020

Applied necessary knowledge and used knowledge base effectively – did the employee accurately respond to the problem, providing detail from the knowledge base as needed? Many such issues revolve around internal customer service and service level agreements (SLAs). Choosing The Right Survey.

Surveys 62

Surveys Education Calibration Contact Center 62

Callminer

AUGUST 1, 2017

Proper training : Giving proper training to agents in the beginning is very important as they will learn how to resolve certain issues and have the proper knowledge of the campaign. This will improve campaign performance overall including agents’ service levels. Increasing efficiency for Contact Centers can be achieved by…”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Connecting the Dots

SEPTEMBER 9, 2019

Applied necessary knowledge and used knowledge base effectively – did the employee accurately respond to the problem, providing detail from the knowledge base as needed? Many such issues revolve around internal customer service and service level agreements (SLAs). Choosing The Right Survey.

Surveys 48

Surveys Education Calibration Contact Center 48