Outsource Consultants

JANUARY 3, 2024

Our insights draw from current trends, emerging technologies, and the changing needs of businesses and customers. 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. Dead Wrong: Well, nobody’s perfect.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

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

NobelBiz

MARCH 6, 2023

Predictive dialers occupy a cornerstone place in every outbound calling strategy as they shorten the time between answered calls, enabling your team to connect with your customers and reach new leads faster. This ensures that customers are connected to the right agent.

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52

Fonolo

SEPTEMBER 28, 2021

Average time of work after calls – the amount of time agents spend working on related tasks after they’ve hung up with the customer. Average handle time – the amount of time agents spend on a call and working on related tasks after they’ve hung up with the customer.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

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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.

Contact Center

Balto

DECEMBER 14, 2022

There are many things you can do to make your call center more productive, like motivating your agents, equipping them with technological solutions, and implementing self-service options. Call Center Productivity Metrics. If your call center is productive, your CSAT should be 85% or higher, and the opposite is true.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

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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.

Contact Center