Average Handle Time Coaching Employee engagement Morale 
Monet Software
NOVEMBER 11, 2020
That’s burnout —and it’s a call center morale killer that usually strikes long-tenured employees but can quickly drag down motivation among almost anyone they come in contact with. . If you’re seeing symptoms of burnout in your SMB contact center, or in online interactions with certain remote agents, it’s time to do something about it.
Fonolo
AUGUST 17, 2021
Evaluate metrics like first-call resolution , customer satisfaction score, abandonment rate, and average handle time to measure performance, and compare them to your competitors. Ask agents for feedback, resolve issues, monitor performance, and take active steps to boost morale in the office. Then, act on your results.
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Fonolo
JUNE 9, 2020
Average Handle Time (AHT). Average Handle Time (also known as Average Response Time) refers to the amount of time it takes for an agent to answer an incoming inquiry. But be warned: the problem with average handle time is that it measures agency efficiency but not effectiveness.
Playvox
APRIL 4, 2023
Replacing agents lost to attrition is costly — averaging more than $14,000 per agent. To keep turnover under control, you have to make sure your managers are trained to keep engagement up and morale high. Gallup reports that low-effort managers engaging in “quiet firing” is a big issue.
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?
Playvox
MARCH 27, 2023
This approach can make training more engaging and enjoyable, which can lead to better retention and application of the learned skills. Additionally, agents can benefit from coaching and mentoring programs that provide ongoing feedback and guidance to help them improve their performance.
Monet Software
APRIL 24, 2020
Unfortunately, working from home can also have a negative impact on morale and providing an exceptional customer experience. This will usually include formal QM training sessions, upskilling coursework and micro-coaching. For more information about these elements, download our whitepaper on employee engagement here.
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