Average Handle Time, CCNG, Coaching and Technology

ROBUST KNOWLEDGE MANAGEMENT SYSTEMS CAN CUT COSTS

CCNG

SEPTEMBER 27, 2023

Customers are less patient, and robust technology that meets both employee and customer needs isn’t being implemented fast enough and efficiently enough to reduce the anxiety. Companies that can utilize the right technologies can do more with less. It would mean a savings of $1.7 million or a reduction in headcount of 39.

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. To be truly successful, work-at-home culture has to evolve and be cultivated to support any process or technology. Understanding the mental process for supervisors It’s time for the 15-minute agent coaching time. I’d sure appreciate it.”

Coaching

Coaching CCNG Average Handle Time Contact Center

Customer Contact Central

ROBUST KNOWLEDGE MANAGEMENT SYSTEMS CAN CUT COSTS

The Supervisor Cadence – Does It Drive the Wrong Behavior?

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