DMG Consulting

AUGUST 10, 2023

Real-time guidance and NBA tools give agents the insights they need to elevate each customer interaction from an information-gathering and delivery exercise to a problem-solving and relationship-building session. The post Real-Time Guidance Is Key to a Great Service Experience appeared first on DMG Consulting.

Upselling 48

Upselling Scripts Average Handle Time Coaching 48

Outsource Consultants

APRIL 12, 2021

Coach walks in with brand new pads and your slick designer uniforms, uttering some version of “To play like champions, we need to look like champions.”. Call it the Emilio Estevez strategy , if you want, but it’s time to rally your team around the right tools to create the all-star staff you’ve been dreaming of.

Management 125

Management outsourcing Average Handle Time Gamification 125

NobelBiz

JANUARY 17, 2022

However, it is obvious that insufficient training, incompatible interfaces and other factors might result in an increase of Average Handling Time. But, how is the Average Handling Time (AHT) calculated? What is the Average Handling Time (AHT) for Contact Centers?

Average Handle Time 52

Average Handle Time Contact Center Interactive Voice Response Management 52

SharpenCX

FEBRUARY 25, 2020

Whether it’s exercise, drinking more coffee, watching Netflix during our lunch break, we all have our efforts to decrease our stress. Consulting group Korn Ferry found that employee stress levels have risen nearly 20% in three decades. Maybe you wanted to check on your Service Level, but caught a glimpse of Average Handle Time.

Call Center 76

Call Center Morale Metrics Abandon rate 76

Taylor Reach Group

AUGUST 23, 2017

Login time. Available time. Busy/Not ready time. Talk time. Warp time. Hold time. Status states (lunch, break, coaching, training, etc.). Average talk time. Average hold time. Average handle time. Schedule Adherence. First contact resolution (FCR).

Metrics 66

Metrics Contact Center Schedule adherence Coaching 66