Serenova

MAY 29, 2020

You’ll improve customer experience metrics like average handle time and first call resolution. A cloud contact center solution is the default choice for contact centers focused on improving customer experience, and its benefits have never been clearer than now. Smart Quality Management.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Serenova

MAY 29, 2020

You’ll improve customer experience metrics like average handle time and first call resolution. The cloud is the default choice for contact centers focused on improving customer experience, and its benefits have never been clearer than now. Smart Quality Management. Communicate the benefit to agents.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Playvox

APRIL 4, 2023

That’s why, when managers see an employee struggling to deliver the right customer experience, they should take an empathetic approach to discover what might be wrong under the surface. Recall that according to Gartner, disengaged agents make interactions harder for the customer, which is likely to show up as longer handle times.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Playvox

JUNE 22, 2023

Call center efficiency metrics are the collection of data used to measure and gauge the effectiveness and efficiency of call centers and contact center agents. For synchronous contacts, this includes hold times, transfers, and after-call work.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52