Average Handle Time, CCNG and Coaching - Customer Contact Central

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Average Handle Time

CCNG

Coaching

ROBUST KNOWLEDGE MANAGEMENT SYSTEMS CAN CUT COSTS

CCNG

SEPTEMBER 27, 2023

It seems logical that the average time could be reduced if customer-facing agents could find the answer at conversational speed without having to scroll through articles, frantically trying to find the right information.With a reduced average handle time, the contact center would be able to handle these calls with a lower headcount.

Management

Management Average Handle Time Self service First call resolution

The Supervisor Cadence – Does It Drive the Wrong Behavior?

CCNG

MARCH 30, 2022

Coach the agent for 20 minutes – check off the box and get the green dot. Understanding the mental process for supervisors It’s time for the 15-minute agent coaching time. The supervisor goes on, “So I’ll send this to you in the coaching form. Can you acknowledge you received it? I’d sure appreciate it.”

Coaching

Coaching CCNG Average Handle Time Contact Center

ROBUST KNOWLEDGE MANAGEMENT SYSTEMS CAN CUT COSTS

The Supervisor Cadence – Does It Drive the Wrong Behavior?

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