CSM Magazine

OCTOBER 10, 2023

For example, they may reduce talk time by implementing agent-assist technologies or they improve call routing to lower hold times. The beauty of cloud-first contact centre solutions is they make light work of scaling up and down as your business changes.

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

Talkdesk

JULY 16, 2019

What is Performance Management? 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. The answer is both.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Playvox

AUGUST 25, 2021

One Solution for Workforce Engagement Management and Quality Assurance. Recent surveys confirm that almost 40% of companies prefer to buy integrated workforce solutions from their contact center provider, as opposed to buying from independent vendors. Related Article: 12 Signs Your Contact Center Needs a WEM Solution.

Management 57

Management Agent burnout Contact Center Coaching 57

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What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

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