TechSee

MAY 18, 2022

In today’s age of customer-centric service, call centers must deliver quick answers, short hold times, and the ability to speak to a live representative on demand. Occupancy measures how much time call center representatives spend engaging with customers when they are at work as opposed to non-productive or idle time.

Call Center 109

Call Center Contact Center Benchmark Agent burnout 109

SmartAction

FEBRUARY 16, 2021

Who is Better at Making Customers Happy? Whether your company uses CSAT, NPS, CES, or some other metric to measure customer satisfaction, one thing is certain — customer satisfaction plays a critical role to a company’s financial success. Customer Wait Time.

Virtual Agent 82

Virtual Agent Agent burnout Wait times Chatbots 82

Balto

NOVEMBER 2, 2023

A contact center is considered successful if it’s customer-centric. In other words, every action and decision should directly contribute to higher customer satisfaction levels. Efficient processes and workflows contribute to reduced hold times, high first-contact resolution rates, and motivated agents.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52