NobelBiz

APRIL 18, 2023

In contact centers, hyper efficiency means streamlining processes and leveraging technology in such a way as to maximize output while minimizing costs, often with the aim of improving customer experience. These metrics should be data-driven, allowing you to identify areas of improvement and track progress over time.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Serenova

MAY 29, 2020

You’ll improve customer experience metrics like average handle time and first call resolution. Performance Management for setting personal targets, benchmarks and achievements for each agent to deliver positive customer interactions. Calibrate regularly. Gauge your QM process for consistency. Or a colossal failure.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

You’ll improve customer experience metrics like average handle time and first call resolution. Performance Management for setting personal targets, benchmarks and achievements for each agent to deliver positive customer interactions. Calibrate regularly. The Cloud. Gauge your QM process for consistency.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Callminer

AUGUST 1, 2017

Optimize individual efficiency – Ensure there is enough ‘refresh time’ to have people running 100% when on the queue. Have the best technology – Finicky technology that makes day-to-day functions difficult, adds to the frustration and takes up far more time and man-power than most realize. Too many portals…”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334