Fonolo
SEPTEMBER 21, 2023
Your current contact center platform may have analytics features to track agent activity, but it’s not the only method available. Surveying your agents and gaining qualitative feedback can help you identify gaps in your operational processes, especially when compared with quantitative data. Everybody wins!
Callminer
APRIL 24, 2020
Quality monitoring software , such as speech analytics , automatically monitor and score 100% of calls, helping managers deliver objective feedback and improve agent performance. Incorporate Customer Feedback into Performance Improvements. The key takeaway is to use customer feedback (surveys, social media, etc.)
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Playvox
JANUARY 25, 2024
Operational costs – Agents who aren’t invested or lack training, feedback, or coaching tend to be inefficient, ultimately costing your business financially. Schedule adherence – When agents don’t adhere to schedules, they aren’t available to service customers as planned.
Call Design
SEPTEMBER 2, 2021
Or we could focus on “right time”, concentrating on our forecast accuracy and schedule adherence. Pulse surveys are a great way to get that feedback. DIRECTOR OF WORKFORCE MANAGEMENT AND ANALYTICS AT WORLD TRAVEL HOLDINGS. Making sure we know exactly when the interactions are coming in and what our agents are doing.
Fonolo
DECEMBER 9, 2021
No matter the results on an agent’s scorecard, it’s important to keep spirits high and find at least one piece of positive feedback. The Fonolo Portal puts real time insights and analytics at your fingertips so you know where your contact center and agents stand. Schedule adherence. . DID YOU KNOW? Average hold time.
Hodusoft
DECEMBER 28, 2022
A call center’s FCR metrics can be improved in multiple ways, such as: Establishing a resourceful and knowledgeable base for FCR escalations Providing self-service options to resolve simple issues Allocating feedback by conducting surveys Tracking repeat calls through speech recognition Examining the FCR push-down cause 2.
Noble Systems
AUGUST 1, 2019
If you notice that an agent’s schedule adherence has taken a dive, it is time to have a talk to determine if they are experiencing burnout. When agents feel overwhelmed, they often become impatient and irritable making it more difficult to appropriately handle minor setbacks and feedback. Decline in productivity.
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