CSM Magazine

OCTOBER 10, 2023

Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. So, is Average Handle Time (AHT) still a relevant metric and what does it mean for contact centres today?

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

Playvox

DECEMBER 13, 2022

While some might only see this as an agent behavior issue, the truth is, it’s a broad problem with a significant impact on the business. Related Article: 17 Most Effective KPIs To Evaluate Customer Service Performance. Related Article: Why You Need to Measure Customer Experience in Your Contact Center.

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84

Playvox

APRIL 4, 2023

Replacing agents lost to attrition is costly — averaging more than $14,000 per agent. To keep turnover under control, you have to make sure your managers are trained to keep engagement up and morale high. You can then use this data to train agents to identify a lonely customer and handle them accordingly.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

NobelBiz

JUNE 4, 2024

Whether you’re a seasoned professional or new to the industry, this article will provide valuable insights to enhance your customer service strategies. Agents can greet customers by name, reference past interactions, and provide more personalized service, all of which contribute to higher customer satisfaction and loyalty.

Call Center 52

Call Center Interactive Voice Response Customer Service contact center solutions 52