Taylor Reach Group

JANUARY 22, 2020

Here are two of those tactics you should avoid: Capping handle time for agents. Trying to manage by AHT (Average Handle Time) will ultimately fail. The shorthand of getting calls completed faster so you can handle more calls sounds reasonable at first blush, but it is not.

Average Handle Time 125

Average Handle Time Morale Consulting Consulting 125

Fonolo

NOVEMBER 24, 2020

Bill Quiseng CX Expert, Speaker & Consultant. The pandemic thrust contact centers on to the frontline. “Contact center agents had to up their listening and their empathy beyond what they had ever faced before. Read the Full Industry Report Here: Contact Center Trends 2021.

Contact Center 159

Contact Center Average Handle Time Consulting Consulting 159

Outsource Consultants

MARCH 29, 2021

But not all outsource call center partnerships are created equal — and they all require management. Quite frankly: if you’re not challenging the status quo with your call center partnership, then you’re not doing enough. Call Center Tip #2 — Set Realistic KPIs. Call Center Tip #3 — Avoid KPI Cannibalization.

Management 76

Management Calibration Call Center Average Handle Time 76

SharpenCX

FEBRUARY 25, 2020

Consulting group Korn Ferry found that employee stress levels have risen nearly 20% in three decades. Stress is a reality in the workplace, especially in call centers. There are times it can feel like weeks since you heard a customer say something positive. Call centers are the front lines. specifically.

Call Center 76

Call Center Morale Metrics Abandon rate 76

NobelBiz

AUGUST 28, 2023

Tech problems in contact centers are like unruly guests at a symphony – they disrupt the harmony of customer interactions, but with the right orchestration, they can be transformed into notes of seamless resolution. Agent Attrition Woes Agent attrition – the phantom haunting every contact center.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

Taylor Reach Group

MARCH 19, 2018

In the last Indicators post, we discussed one of the most important operational indicators: Average Handle Time or AHT. In this issue, we continue with other operational indicators dealing with the efficiency of the center, i.e. “Service Level”, “Average Speed of Answer (ASA)” and “Occupancy Rate”.

Service level 92

Service level Abandon Call Wait times Call Center 92

Fenero

SEPTEMBER 15, 2018

Cramped in a cubicle for 9-10 hours a day, leashed to a desktop, answering calls of angry and frustrated customers, and getting paid $10/hour is not exactly a lucrative profile. While not every call center fits the description above, many do. But not everybody is cynical. Focus on Metrics that Drive Positive Agent Experience.

Call Center 13

Call Center Morale virtual call center Metrics 13

Fenero

JANUARY 20, 2019

Cramped in a cubicle for 9-10 hours a day, leashed to a desktop, answering calls of angry and frustrated customers, and getting paid $10/hour is not exactly a lucrative profile. While not every call center fits the description above, many do. But not everybody is cynical. Focus on Metrics that Drive Positive Agent Experience.

Call Center 8

Call Center Morale Automotive Metrics 8