Callminer

JUNE 3, 2019

Everything from average handle time (AHT) to net promoter score (NPS) is fueled by their interactions with the customer. But when they’re left in the dark over best practices, product information, company updates and more, they’re unable to accurately portray themselves as a brand expert.

Best practices 140

Best practices Average Handle Time Analytics Coaching 140

JustCall

DECEMBER 2, 2022

Upselling and Cross-selling. That is their primary function, but they also seize opportunities to upsell and cross-sell. Inbound Call Center Best Practices. Now that you’re aware of the ways in which an inbound call center can boost your business revenue, here are some best practices to consider.

Call Center 52

Call Center Upselling Average Handle Time Abandon Call 52

Outsource Consultants

MARCH 29, 2021

Don’t waste time pairing conflicting KPIs, such as setting a lower agent AHT goal with increased upsell targets. By nature, upselling requires time for agents to explain the benefits of your brand’s products. Agree on success measures — “Reduce your hold time by 30%.”. Managing BPO Vendor Best Practices.

Management 76

Management Calibration Call Center Average Handle Time 76

Comm100

SEPTEMBER 28, 2022

Number of chats Agent utilization rate Average wait time Average chat time First contact resolution Invitation acceptance rate Sales conversion rates Visitor logs and wrap-up notes Customer satisfaction scores. A high number of missed chats may also indicate that agents are spending too much time on each chat.

Average Handle Time 91

Average Handle Time Benchmark Wait times Metrics 91

Advertisement

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Contact Center

Vcaretec

JUNE 6, 2022

This enables the Call Center Outsourcing Specialist to become a trusted advisor, helping the customer along the way, and upselling and cross selling without seeming smarmy. Because they have big margins on their products and services, luxury brands don’t need to worry as much about traditional Call Centers metrics, like average handling time.

Customer Service 96

Customer Service Average Handle Time Upselling outsourcing 96

aircall

FEBRUARY 5, 2021

Best practices for hiring call center agents will assist your efforts in identifying and hiring the best talent for your call center. . Those who spend too much time on calls aren’t working efficiently, and it will have a major effect on your call center’s productivity. Best Practices for Call Center Agent Hiring.

Call Center 62

Call Center Average Handle Time call center software CRM 62