Transparent BPO
SEPTEMBER 17, 2019
. “While every company I worked for had an action plan, it was focused strictly coaching for metrics,” says Williams. He cites, as an example, one KPI that nearly every contact center has in common: average handle time (AHT). “You can’t coach to AHT itself,” notes Williams.
Help Scout
SEPTEMBER 16, 2021
But that doesn’t mean that every outsourcing experience is a great one. There’s a reason outsourcing has a bad reputation, and even though the industry has gotten more competitive, even the best business process outsourcing (BPO) company can produce subpar results if the right environment isn’t created.
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Callminer
FEBRUARY 21, 2018
Janeen Ansell is the Operations Manager at TeleDirect , a leader in business process outsourcing (BPO) with a multi-tier menu of solutions for a variety of commerce requirements. Formalize your QA process. Use your software to automate QA processes, like call recording and performance alerts. Janeen Ansell.
NobelBiz
JULY 25, 2023
Meet the renowned Contact Center Coach, Michael Tamer, also a training expert, CEO at Proponisi, and an accomplished author. We’re thrilled to have him as our special guest on the show, where we delve into the world of training and coaching. Analytics can flag any deviations, ensuring compliance.
Babelforce
NOVEMBER 30, 2022
Average speed of Answer is a call center KPI which indicates the average amount of time a caller must wait to reach an agent after they’ve entered a queue. This does not include time spent navigating an IVR system. Average Handling Time (AHT). Call center coaching. Business process outsourcing.
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