CCNG

JULY 27, 2022

There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents, staffing shortages, and persistent supply chain issues straining customers’ patience. Are there unique metrics for work-at-home vs. in-center?

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

Tethr

JULY 22, 2020

When coaching a remote team, leaders must learn to help their agents maximize their performance by giving them the skills they need to become stronger learners. Just because at-home agents lack opportunities for in-person feedback doesn’t mean they aren’t entitled to efficient and effective coaching.

Coaching 78

Coaching Call Center At home agents Best practices 78

Taylor Reach Group

JUNE 20, 2017

Bruce: Moving people from email to chat seems to be a strategy that many companies are adopting to lower costs, increase First Contact Resolution (FCR) by being able to handle multiple customers at a time. Turaj: Customer Effort is a key factor in delivering a satisfying customer experience. Memphis. . First Name.

Contact Center 62

Contact Center Consulting Consulting Healthcare 62

Callminer

JULY 23, 2019

Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. The right encouragement, or even criticism, could dramatically alter agent performance, both for on-site employees and at-home agents. “How much power do your agents have? Don’t skip over this one.

Best practices 140

Best practices Feedback Call Center Coaching 140