CCNG

SEPTEMBER 27, 2023

The system should have an automated audit trail for any changes (compliance), robust reporting on how agents use the system to help with agent coaching, a feedback loop for the agent to report mistakes in the knowledge, and a way they can track the progress of the updates in the knowledge management system.

Management 195

Management Average Handle Time Self service First call resolution 195

Callminer

JULY 23, 2019

Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. However, knowing how to deliver feedback can be tricky. Unfortunately, there are a number of pitfalls that can derail the process of delivering effective feedback.

Best practices 140

Best practices Feedback Call Center Coaching 140

Fenero

MARCH 31, 2019

If service levels drop, intraday management can automate the voluntary overtime process to ensure there are always enough agents on the floor, answering calls. When call volume unexpectedly spikes, agents are automatically prompted to return to answering calls. How are you doing? Photo Credit – pctonline.com.

Customer Experience 9

Customer Experience Management First call resolution Automotive 9