ShepHyken

JANUARY 22, 2021

They can also snoop, barge, and whisper on a live call if required. The supervisors can download the calls to analyze the call quality standards and score each call according to metrics like language proficiency. This kind of regular feedback helps the agents better their performance and deliver unremitting services.

Best practices 230

Best practices Call Center Average Handle Time virtual call center 230

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Tap this knowledge base to better understand employee views. When listening to the voice of the customer, remember to include and share the positive feedback. Acting on negative feedback will strengthen customer engagement and sharing and acting on positive feedback will strengthen employee engagement.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

Fenero

SEPTEMBER 15, 2018

Craving and holding on to straight productivity metrics is probably the easiest way to malign employee morale and retention. Empowering agents off their phones, along with virtual call center solutions , to help improve processes can show a hugely positive impact on agent turnover. Formalize an Exit Interview.

Call Center 13

Call Center Morale virtual call center Metrics 13

Fenero

JANUARY 20, 2019

Craving and holding on to straight productivity metrics is probably the easiest way to malign employee morale and retention. Organizations talk about being employee and customer-focused, but end up focusing too much on metrics like Average Handling Time, Average Calls Handled, etc.

Call Center 8

Call Center Morale Automotive Metrics 8