Fonolo

SEPTEMBER 21, 2023

TIP: Common KPIs for contact center agents can include average handle time (AHT), first call resolution (FCR), and customer satisfaction score (CSat). Establish Your KPI Tracking Methods If you don’t already have a system to track agent performance, it’s time to upgrade.

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

Fonolo

JUNE 9, 2020

You may be tempted to track and measure every aspect of your contact center’s performance — instead, pick 5-7 KPIs to focus on so you can focus your efforts where it counts! Average Handle Time (AHT). But be warned: the problem with average handle time is that it measures agency efficiency but not effectiveness.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

Balto

JUNE 13, 2022

Average handle time (AHT), on-hold time (OHT), and first contact resolution are also impacted. Well-constructed knowledge bases make it easy for agents to find the information they need and reduce their need to be experts in every situation. Employ Guided Contact Center Software.

Management 52

Management Contact center software Coaching Contact Center 52

NobelBiz

FEBRUARY 27, 2024

Brad Dashnaw, CEO – Shift Marketing 6 Best Practices and Strategies for Call Center Optimization Have Clear Metrics and KPI Tracking in Place It’s essential to define what success looks like for your call center and how it will be measured. Offer regular feedback Constructive feedback is vital for agent development.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

SharpenCX

MAY 26, 2020

For larger contact centers, you may have to make 1:1s monthly. Give them constructive feedback on how they’re performing day-to-day and as a teammate. Read Now: Take the Time to know your Agents’ Hopes and Dreams and Retain Talent for Long-term Success. Use 1:1s to create a career path with your agents or supervisors.

Contact Center 128

Contact Center Customer Service Coaching Customer Experience 128

NobelBiz

SEPTEMBER 12, 2023

Brad Butler, Contact Center Software Consultant @NobelBiz How is Talk Time Measured? Measuring Talk Time is like clocking the duration of a 100m dash – it seems straightforward, but there’s more to it than meets the eye. Feedback Loop Creating a feedback loop is integral to agent improvement.

Metrics 52

Metrics Call Center Outbound sales Contact Center 52

TLC Associates

NOVEMBER 19, 2019

When they do, be sure to watch for the following qualities in the session: The feedback is constructive – With harsh feedback, people survive – they don’t thrive. Average handle time (AHT) isn’t mentioned – This is a clear coaching faux pas. Keep these questions in mind as you take the tour with the contact center vendor.

Contact Center 40

Contact Center outsourcing Coaching Average Handle Time 40