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. What metrics should call centers and BPOs focus on?

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

BlueOcean

MARCH 24, 2022

With everything shifting so quickly, many customers were more tolerant of longer wait times and challenges in achieving first call resolution. Today, a typical consumer wants customer service that is defined by easy access to a fast and effective resolution. But that’s shifting—and fast.

B2C 62

B2C Customer Care Schedule adherence outsourcing 62

Callminer

JULY 23, 2019

The right encouragement, or even criticism, could dramatically alter agent performance, both for on-site employees and at-home agents. Lack of Confidence: Some managers are great at meeting metrics and making schedules. With a global team of 1,000 agents who handle more than 5.5 Make sure to listen to calls.

Best practices 140

Best practices Feedback Call Center Coaching 140

Callminer

OCTOBER 22, 2019

Virtual, or utilizing “at-home” agents. When choosing the best contact center for your business, consider which functions of managing a call center are most important to delegate and which you would like to be more involved in. There are three primary options when partnering with an external provider: .

Best practices 203

Best practices Call Center outsourcing Contact Center 203