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Leveraging Digital Tools for Call Center Agents: Enhancing Customer Experience and Agent Efficiency

Zappix

For example, agents can quickly send a link to a video tutorial instead of verbally explaining a complex procedure, enhancing clarity and efficiency in resolving customer inquiries. In conclusion, digital tools play a pivotal role in enhancing call center agents’ efficiency and delivering exceptional customer experiences.

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Why AHTs Still Matter and 5 Ways to Improve Them

CSM Magazine

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?

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5 Ways to Give Call Center Agent Productivity a Boost

Fonolo

When an agent can manage calls without transferring them to different departments, they’re demonstrating an in-depth understanding of the product or service they’re assisting customers with—a perfect indication of impressive agent productivity. Average Handle Time (AHT).

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Occupancy Rate vs Utilization Rate: What’s the Difference?

Fonolo

From CSat score to Average Handle Time to First Call Resolution Rate , there are plenty of new terminologies that come with working at a contact center. Total Shift Time —The full amount of time an agent was scheduled to work. Will Knowing These Stats Benefit My Contact Center? Yes, very much so!

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Study: The Health of the Contact Center

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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3 Things to Consider When Picking a Call Center Workforce Management Software

Fonolo

It requires detailed data collection and analysis of all customer communications, history, and metrics to predict the number of inbound calls for a future given time period (week, month, quarter). Try compiling every IVR message, email, average handle time, and more into a spreadsheet. Agent burnout.

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2024 Predictions for Call Center Outsourcing

Outsource Consultants

Many juggled the challenge of maintaining existing morale while migrating more agents back to the office ; while others simply wanted to ensure their agents stayed engaged. Outcome: Spot On Agent burnout was rampant in call centers throughout 2023 , with 32% of centers not actively monitoring for it.

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.