Callminer

AUGUST 1, 2017

Average handling times (AHT) increase. So much of contact center efficiency hinges on using the right technology. It’s crucial that contact centers implement a tool that pulls in all of the necessary portals and processes into one simplified platform. Here are eight good practices a contact center should have: 1.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Callminer

AUGUST 6, 2019

Take feedback from users during the trial period. Make sure the solution is scalable (if you need it to be). While opting for a call center solution, it is important to keep your future business goals. In any role, people need to receive feedback about how they’re doing and where they could improve.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Fenero

SEPTEMBER 15, 2018

Organizations talk about being employee and customer-focused, but end up focusing too much on metrics like Average Handling Time, Average Calls Handled, etc, Focusing too much on straight productivity metrics are part of devising strict performance targets that compel agents to do whatever it takes to achieve their targets.

Call Center 13

Call Center Morale virtual call center Metrics 13

Fenero

JANUARY 20, 2019

Organizations talk about being employee and customer-focused, but end up focusing too much on metrics like Average Handling Time, Average Calls Handled, etc. Perpetuate Cross-Functional Feedback System. The biggest issue that call center agents feel is the desperation to be heard.

Call Center 8

Call Center Morale Automotive Metrics 8