Remove Agent burnout Remove Course Remove industry standards Remove Interactive Voice Response
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Finding the Balance with Call Center Efficiency: 5 Tips for Improving Efficiency and Empowering your Agents

SharpenCX

Next, track agent performance. Digital tools provide a greater level of sophistication to analyze your agents. With upgraded reporting, you can see how agents perform compared to industry standards and your past track record. Use metrics to know where your agents need more coaching or training.

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Improving Customer Service in BPOs with Multi-Tenant Contact Center Software

Hodusoft

The first option, of course! With so many customers valuing first-call resolution ( FCR ), the industry standard of 75 percent feels inadequate. This ensures adherence to quality standards and provides opportunities for targeted coaching and training to improve performance. Of the two, which one would you choose?