NobelBiz

FEBRUARY 21, 2023

And the best practices and tips for managing callbacks Agents proposing the best product or service is no longer a sure bet for success. Let’s find out more about the potential of the Callback feature for call centers, its benefits, and best practices for managing callbacks in contact centers.

Best practices 52

Best practices Contact Center Abandon rate Management 52

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

Fonolo

SEPTEMBER 28, 2021

One single training strategy will ensure all of your agents are on the same page and will provide consistent service to all customers. 5 Best Practices for Training Remote Call Center Agents. Set goals for agents individually and as a team. Focus on preventing employee burnout.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

Fonolo

JANUARY 31, 2022

Learn how you can better your team performance below… How to Foster Agent Engagement in a Hybrid Contact Center. Key Performance Indicators for Agent Productivity. Measuring the authenticity and thoroughness of an agent’s customer interactions isn’t as tricky as you think. Average Handle Time (AHT).

Call Center 87

Call Center Average Handle Time Agent burnout Contact Center 87

Playvox

APRIL 4, 2023

With more time to invest in agent support, they can better connect and communicate with agents to keep engagement and motivation high. Monitor Performance To Spot Burnout Remember that a key sign of agent burnout is decreased productivity and performance.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Playvox

APRIL 6, 2023

The WFM Scheduler The scheduler’s role is to ensure enough people are staffed for the forecasted 30-minute interval volumes to meet the customer demand, while also meeting labor requirements. Best Practice Tip To get real-time insights, your data has to really be arriving in real time.

Management 54

Management Contact Center Best practices Agent burnout 54

JustCall

MARCH 6, 2023

They reveal agent strengths and weaknesses, as well as customer satisfaction, and whether or not you have the right people and technology in place. Over time, they indicate the need for more training. They can show whether you need to upgrade technology solutions to meet changing customer expectations and call volumes.

Call Center 52

Call Center Abandon rate Average Handle Time Metrics 52