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Average Handle Time: A Comprehensive Guide


Average Handle Time: A Comprehensive Guide In the call center industry, time is a lot more valuable than money. When agents learn to make the most of their stipulated time and provide superior customer service within that, then nothing can stop money from pouring in. What is Average Handle Time (AHT)?

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How to Enhance CX Metrics Strategically

Outsource Consultants

In a recent article for CXM Today, we gave our complete guide to call center tools and metrics to drive CX growth. But, for those ready to dive in now, we draw similar conclusions in our advice for how using CX metrics more strategically can best guide your labor and technology choices. We encourage you to check it out.

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8 Tips for Selecting an Effective Contact Center Strategy


Picking an effective contact center strategy is a process that requires thought, evaluation, and preparation. By developing this framework in advance, you’ll have a point of reference when it comes time to evaluate your strategies. Your contact center agents are some of your best resources when developing new strategies.

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How to Create a Customer Service Strategy That Drives Business Growth


Call center performance is heavily weighed on customer satisfaction; so, the importance of a customer service strategy is undeniable. READ THE FULL GUIDE: Creating a Customer Service Strategy That Drives Business Growth. Customer expectations change, especially over a long period of time. It's 100% free, we promise.).

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Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

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Call Center Metrics & KPIs to Measure Agent Performance


There are many metrics and KPIs (Key Performance Indicators) that give you insights into agent productivity, customer satisfaction, and employee satisfaction. These metrics can significantly improve your decision-making process and make your agents and customers happier. Key Metrics for Measuring Agent Performance. Call Volume.

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KPI 101: Call Center Workforce Management Metrics

Global Response

Start measuring performance by creating a dashboard Metrics are used by customer care teams to measure performance and signal when changes are needed to make improvements. But each account customizes the metrics to its specific situation, which may differ by product category, industry, sales strategy or any number of factors.

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.