Average Handle Time, Coaching, Telecommunications and virtual call center

10 Ways to Reduce Call Center Attrition and Improve Agent Engagement

Fenero

SEPTEMBER 15, 2018

Organizations talk about being employee and customer-focused, but end up focusing too much on metrics like Average Handling Time, Average Calls Handled, etc, Focusing too much on straight productivity metrics are part of devising strict performance targets that compel agents to do whatever it takes to achieve their targets.

Call Center

Call Center Morale virtual call center Metrics

10 Ways to Reduce Call Center Attrition and Improve Agent Engagement

Fenero

JANUARY 20, 2019

Organizations talk about being employee and customer-focused, but end up focusing too much on metrics like Average Handling Time, Average Calls Handled, etc. Training and coaching agents won’t do much if the CRM, desktop tools, and workflows are disparate and uncoordinated.

Call Center

Call Center Morale Automotive Metrics

Customer Contact Central

10 Ways to Reduce Call Center Attrition and Improve Agent Engagement

10 Ways to Reduce Call Center Attrition and Improve Agent Engagement

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