The Northridge Group

JULY 20, 2023

Additionally, in the recent 2023 State of CX report conducted by The Northridge Group , survey responses revealed that while nearly 50% of consumers had knowingly spoken to a customer service associate working from home, almost 75% of those respondents felt the associate’s location did not impact the resolution of their issue.

Contact Center 121

Contact Center Abandon rate contact center associations Metrics 121

TechSee

JUNE 4, 2019

Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette. Competition can be based on any activity tracked by the platform, such as resolved cases, average handle times, or timesheet submissions.

Call Center 117

Call Center Technology Gamification Coaching 117

NobelBiz

APRIL 18, 2023

These metrics should be data-driven, allowing you to identify areas of improvement and track progress over time. Average Handle Time (AHT) The average call handling time (AHT) is frequently used to determine individual agents’ effectiveness and the performance of the customer service organization as a whole.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Balto

NOVEMBER 28, 2023

Once the root causes behind low scores are identified, decision-makers within a contact center can start implementing personalized coaching sessions for agents to overcome their weaknesses and improve their performance in different customer interactions. Additionally, AI helps you identify how agent actions relate to customer sentiment.

Quality management 52

Quality management Call Center Management Contact Center 52

SharpenCX

MAY 16, 2022

Common goals can be lead generation, proactively alerting customers to a problem, requesting to participate in satisfaction surveys and more. Average Handle Time (AHT). This is the time it takes for an agent to complete a phone call or a “session.” 7 Best Practices for Running an Effective Outbound Contact Center.

Contact Center 67

Contact Center Scripts Call Center call center software 67

TLC Associates

JUNE 20, 2019

Their survey finds that 60% of consumers start shopping before Thanksgiving but only 21% start before November. Seasonal agents might not have received proper training to resolve issues or ongoing coaching to improve their skills. Even an overemphasis on average handle time can skew these numbers.

Customer Service 40

Customer Service Average Handle Time Abandon rate outsourcing 40