Playvox

JULY 14, 2023

To ensure your contact center agents spend a vast majority of their time with customers resolving issues and as little time as possible on administrative tasks and after-call work, agents need the right kind of tools, processes, coaching, motivation, and goals in place. How are managers delivering coaching?

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Playvox

DECEMBER 5, 2022

Take a look at these examples of avoidance strategies by agents and what you can do about them. Review short handle times or average handle time. The agent will typically show a shorter handle time than their peers. Actions: Review hold time reports. How To Address Call Avoidance.

Contact Center 52

Contact Center Average Handle Time Management Coaching 52

SharpenCX

MARCH 4, 2020

This fleeting access to memory is why in-the-moment coaching is so impactful. Download Now: Get real about coaching and training your agents with these 7 techniques. A typical call center coaches and trains agents in a few different ways. And, they cram months (and months) of feedback into a single coaching session.

Call Center 84

Call Center Feedback Coaching Average Handle Time 84

SharpenCX

MARCH 4, 2021

Turns out, only a measly 1% of contact center leaders feel fully confident in their current data strategy. Distill all the data living in your contact center down into a few important charts and graphs in your reports, so you can pull out actionable insights for coaching. Let’s change that. .

Analytics 67

Analytics Average Handle Time Management Metrics 67

SharpenCX

APRIL 8, 2020

Download Now: Use customer data to fuel better customer experience strategies. Research says American consumers spend an average of 13 hours a year waiting in a call queue. Simplify your queues so agents can gracefully handle interactions, and so customers get the outcomes they deserve. Explore different routing strategies.

Best practices 84

Best practices Call Center Interactive Voice Response Customer Experience 84

BlueOcean

FEBRUARY 7, 2019

Instead, we live in a customer-centric world, where metrics like Average Speed of Answer (ASA), Average Handle Time (AHT), and First Call Resolution (FCR) are, by themselves, short-sighted and more focused on controlling costs instead of enhancing the experience. Contact us here.

Metrics 87

Metrics Customer Care Average Handle Time outsourcing 87

Playvox

MAY 4, 2023

You also need one that empowers your workforce, harnessing the power of motivation and coaching for more agent productivity. Related eBook: Why Digital Matters: Connecting With Customers Beyond Voice Data, Data, Data I’m in love with my new smartwatch. But I digress, let’s talk about the real stars of our show — the customers.

Contact Center 52

Contact Center contact center solutions Multichannel Average Handle Time 52