CSM Magazine

OCTOBER 10, 2023

While leaders often ask agents to ‘walk in the customer’s shoes’, such advice usually exacerbates these negative consequences. Understand that the problem is not empathy in itself but how it is coached. For example, they may reduce talk time by implementing agent-assist technologies or they improve call routing to lower hold times.

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

Talkdesk

JULY 16, 2019

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Playvox

AUGUST 25, 2021

Read the Press Release: Dialpad and Playvox Partner to Optimize Agent and Customer Experience through Dialpad Contact Center. Playvox synchronizes Dialpad users, the status of agents, customer interactions, and call center events — providing a single, comprehensive solution for workforce management and quality assurance.

Management 57

Management Agent burnout Contact Center Coaching 57