Quality Contact Solutions

DECEMBER 31, 1969

The most challenging aspect of handling incoming calls is that you never know what the next call will require. Some customers are having a great day and are super chatty and nice – which can be challenging if you have other calls in queue and you need to keep the average handle time down.

Telemarketing 68

Telemarketing virtual call center Average Handle Time Upselling 68

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Improved agent productivity – With more time available to front-line management, productivity improvements from focused coaching are realized. Application leaders responsible for contact centers must match investment planning with operational and business goals”.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

Fenero

SEPTEMBER 15, 2018

Organizations talk about being employee and customer-focused, but end up focusing too much on metrics like Average Handling Time, Average Calls Handled, etc, Focusing too much on straight productivity metrics are part of devising strict performance targets that compel agents to do whatever it takes to achieve their targets.

Call Center 13

Call Center Morale virtual call center Metrics 13

Fenero

JANUARY 20, 2019

Organizations talk about being employee and customer-focused, but end up focusing too much on metrics like Average Handling Time, Average Calls Handled, etc. Training and coaching agents won’t do much if the CRM, desktop tools, and workflows are disparate and uncoordinated.

Call Center 8

Call Center Morale Automotive Metrics 8