Balto

OCTOBER 20, 2022

For example, if it’s essential that most of your customer calls are resolved in a set amount of time, a QA program can be implemented to help track this to see how your agents are doing against a given benchmark. So, why is call center quality assurance necessary? Share Insights Across the Organization.

Best practices 52

Best practices Call Center Gamification Coaching 52

Fonolo

APRIL 24, 2018

They don’t reveal the number of people surveyed or how they chose the companies, but they do say that 49% of respondents have over a $1b in revenue, so this data is going to skew towards the larger organizations. That’s something to keep in mind as you assess whether the data is relevant to you. Who wrote it: Call Centre Helper.

Contact Center 99

Contact Center Call Center Self service Surveys 99

Fonolo

NOVEMBER 17, 2020

And while the thought may seem daunting, there are several new ways to resolve the problems that will erode call center operations ‘ success around the world. Here are the ten most prominent trends that can help call center professionals stay ahead of the curve. Big Data is Getting Bigger.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Fonolo

APRIL 24, 2018

They don’t reveal the number of people surveyed or how they chose the companies, but they do say that 49% of respondents have over a $1b in revenue, so this data is going to skew towards the larger organizations. That’s something to keep in mind as you assess whether the data is relevant to you. Who wrote it: Call Centre Helper.

Contact Center 57

Contact Center Call Center Self service Surveys 57

Pointillist

NOVEMBER 11, 2019

—McKinsey & Company To use FCR in your call center effectively, you need to understand more about what it is and how to calculate it. You also need to know why First Call Resolution is important, along with standard benchmarks and emerging FCR trends. What is First Call Resolution?

First call resolution 74

First call resolution Call Center Metrics Benchmark 74

Fonolo

JUNE 17, 2015

Use speech analytics to identify training needs. What is call center training? On top of that, each new employee should have a benchmark assessment during a one-on-one session (we’d suggest on live calls) to highlight areas where they need to improve from the start. Support extra online training.

Call Center 96

Call Center Gamification Coaching Contact Center 96