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. That’s where leveraging contact center performance management software can help.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

SharpenCX

MAY 6, 2020

And, why investing in the contact center can catapult your business forward. How you manage your contact center and develop your agents has a direct impact on customer outcomes and your bottom line. It’s time to break down your call center management by the numbers to see how you’re adding value each day.

Contact Center 76

Contact Center Call Center Coaching Agent burnout 76

SharpenCX

FEBRUARY 11, 2020

Inefficiency and long hold times just won’t be tolerated by today’s consumers. To keep up, let’s take a look at a few call center efficiency tips to help you improve your call center performance to keep customers happy. Tip #1: Know your Agents and Encourage Autonomy. Don’t let all downtime be wasted time.

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

JustCall

MARCH 7, 2023

Brands have already made the move to upgrade from basic call centers to contact centers for the agility and flexibility that they provide. Addressing this gap between expectation and capacity, contact centers offer extended functionality and better efficiencies. How Does a Contact Center Work?

Contact Center 52

Contact Center Multichannel Contact center software contact center solutions 52

NobelBiz

MARCH 6, 2023

Predictive dialer software can also play pre-recorded messages, such as greetings or appointment reminders, before connecting the call to an agent. Moreover, it can provide real-time analytics to managers, allowing them to monitor call center performance and make adjustments as needed.

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52