OctopusTech

MARCH 1, 2023

Inbound call centers play a crucial role in delivering these revenue-generating experiences, so everything from the standard greeting to agent training to the establishment of KPIs needs to be designed with the customer in mind. Some companies even use call center gamification as an incentive system for performance.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

3CLogic

APRIL 13, 2022

Picture this — your call center experiences a huge surge in volume on Tuesday morning at 10am, a time that’s typically quiet. As the queue grows, average handle time (AHT) spikes, the abandon rate grows, and the first call resolution rate plummets.

Contact Center 52

Contact Center Analytics Abandon rate Average Handle Time 52

SharpenCX

DECEMBER 2, 2020

Build recognition into your call center culture, so every agent feels included and encouraged, no matter where they’re working or what their schedule looks like. Read Next] Erase bad call center experience trends for your agent s in 2021. Ask questions and seek to understand why handle times are off base.

Call Center 128

Call Center Customer Service Contact Center Metrics 128

COPC

JULY 11, 2016

Rather than just measuring one metric such as average handle time (AHT) or close rate, the call center added other parameters such as conversion/close rate and weighted number of orders based on time worked. Finally, the cancellation rate was also included when they were determining top performers.

Best practices 40

Best practices Call Center Average Handle Time Metrics 40