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5 Applications to Boost Contact Center Performance in a Tough Economy

DMG Consulting

Analytics-enabled quality management (AQM) (a.k.a. automated quality management). This application can fully or partially automate the quality management process and allow companies to evaluate up to 100 percent of interactions cost-effectively. Gamification.

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Call Center optimization: Tools and best practices to increase performance

NobelBiz

By identifying areas for improvement, call centers can increase the quality of service and customer satisfaction. Real-Time Dashboards and Post-Call Analytics: NobelBiz Call Log Analytics – Supervisor Dashboard Real-time dashboards provide a snapshot of ongoing operations, allowing managers to make informed decisions quickly.

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What is Call Center Performance Management?

Talkdesk

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. Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification.

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Better Together (Blog#3)

Enghouse Interactive

This reduces unsuccessful transfers, time in queue and average handle times (AHT). Agent Analytics (28.4% now) with dispersed contact centers and remote agents becoming the norm, providing timely agent support is one of the most significant hurdles for supervisors. Personalization (25.8% planned, 52.9%

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Remote Control: Managing Work at Home Contact Center Agents

Monet Software

But when you have WFM software , agents could sign up for 2-hour work blocks (or whatever time frame is sufficient to find their groove) and swap shifts with a day or less of notice—and neither staffing levels or average handle times (AHT) would be affected. Manage to the Metrics.

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Top 10 Ways To Boost Contact Center Efficiency & Productivity

Playvox

One effective approach to training is to incorporate gamification elements , such as rewards and recognition, into the learning process. Gamify Your Service Center Gamification has become a popular way to motivate employees and boost contact center productivity in service and support centers.

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Top Call Center Efficiency Metrics And How To Improve Them

Playvox

Availability Rate This is the proportion of time an agent is actively ready to work with customers but not engaged directly with a customer, sometimes referred to as idle time or available time. For synchronous contacts, this includes hold times, transfers, and after-call work.

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