Call Design

JULY 6, 2021

Understanding how to make a profit on the double bottom line (DBL) involves employing a broad range of KPIs and key metrics to ensure a contact centre meets every need that a business may have in supporting their customers. Calibration is key when measuring quality to ensure any suggestion of bias is removed. Average Handle Time (AHT).

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

The Northridge Group

AUGUST 23, 2022

Health insurance providers handle calls from both members and providers and are required to meet specific compliance standards and contend with extensive regulations to maintain state contracts. These KPIs include: Average Handle Time (AHT). First Contact Resolution (FCR). Customer Experience (CX).

Healthcare 120

Healthcare Contact Center outsourcing contact center associations 120

NobelBiz

FEBRUARY 27, 2024

This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance. Monitoring key metrics such as First Call Resolution (FCR), Net Promoter Score (NPS), and Customer Satisfaction (CSAT) offers invaluable insights into how well agents are meeting customer needs.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Callminer

AUGUST 1, 2017

Meet Our Panel of Contact Center Experts: . Average handling times (AHT) increase. They don’t do anything else except maybe monitor a few calls and give some feedback. This can be achieved if all agents are trained on both campaigns so that the queue hold time can be reduced. Tyler Riddell.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

SharpenCX

NOVEMBER 5, 2020

Regular doses of agent feedback are like taking daily vitamin C. And, with every piece of feedback you give, your agents get stronger. Putting in the time to coach and train your team ensures you stop bad agent habits in their tracks. Agent scorecards are feedback tools to help you put intention behind your coaching moments.

Average Handle Time 67

Average Handle Time Coaching Calibration Feedback 67

Serenova

MAY 29, 2020

Throughout the crisis, we have worked with contact center leaders to help them meet the challenges of these unprecedented times. You’ll improve customer experience metrics like average handle time and first call resolution. Encourage their feedback, which keeps them engaged. Calibrate regularly.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

Throughout the crisis, we have worked with contact center leaders to help them meet the challenges of these unprecedented times. You’ll improve customer experience metrics like average handle time and first call resolution. Encourage their feedback, which keeps them engaged. Calibrate regularly.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83