Toister Performance Solutions

APRIL 30, 2020

And if your contact center is doing this to customers, you're also wasting precious handle time by not empowering your agents to serve people faster. But first, let’s look at how contact centers are wasting time. How do contact centers waste time?

Average Handle Time 83

Average Handle Time Interactive Voice Response Agent Empowerment Contact Center 83

Callminer

AUGUST 1, 2017

To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

NobelBiz

MARCH 5, 2024

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting. Table of Contents What is Call Center Reporting?

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

SharpenCX

OCTOBER 8, 2019

At this point in your contact center’s history, some 51% of contact centers have even realized data needs to be actionable for the specific agents and leaders who need it. It’s time to use it. Here, we step beyond employee engagement and look at this category as your agents’ holistic experience.

Coaching 59

Coaching Average Handle Time Customer Experience Metrics 59

SharpenCX

OCTOBER 8, 2019

At this point in your contact center’s history, some 51% of contact centers have even realized data needs to be actionable for the specific agents and leaders who need it. It’s time to use it. Here, we step beyond employee engagement and look at this category as your agents’ holistic experience.

Coaching 52

Coaching Average Handle Time Customer Experience Metrics 52

Playvox

DECEMBER 15, 2022

Let’s face it, the call center of yesteryear is not wholly relevant when looking at customer service operations today. Even the terms “call center” and “contact center” are called into question, given the images they evoke of rows of agents in cubicles lined up to fill a room.

Contact Center 72

Contact Center Average Handle Time Agent Empowerment Service level 72

SharpenCX

OCTOBER 29, 2019

And then, you’re left scratching your heads on how to put them into action so you can actually create a better customer experience. Your KPIs have become the pernicious beast of your contact center. Today, we’re looking at KPIs through the lens of agent experience. Average Handle Time. Or vice versa.

Metrics 64

Metrics Call Center Customer Service Coaching 64