Playvox

JULY 14, 2023

Contact Center Agent Productivity Defined Call center agent productivity is based on the efficiency and effectiveness with which your agents handle customer interactions, such as incoming calls, emails, chats, and social interactions. How long does it take agents to handle an inbound call or inquiry?

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

SharpenCX

MARCH 4, 2020

To build call center improvement strategies for a better CX, put coaching and quality management into your daily routine. Now, let’s walk through each element so you can learn effective call center improvement strategies to boost agent performance and customer happiness. Get the ebook. .

Call Center 84

Call Center Feedback Coaching Average Handle Time 84

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

SharpenCX

MARCH 5, 2020

Over the past few years, the rise of social media, always-in-hand mobile devices, and the generational workforce and consumer swap have made waves in customer service and best practices for contact centers. Contact centers and customer service strategies can’t shift fast enough to keep pace with the rest of the world.

Best practices 67

Best practices Contact Center Airlines Benchmark 67

SharpenCX

JANUARY 7, 2020

Take some time vamping up your reporting dashboards. Or compare Average Handle Time with your Customer Satisfaction Score ? Make your data actionable and build out a strategy to use the info you collect to improve customer experience. Get the ebook. Customize them to track the metrics you care about most.

Call Center 52

Call Center Customer Experience Self service Contact Center 52

SharpenCX

MARCH 24, 2020

It’s worth considering that, as bots and AI take care of simpler inquiries faster, your agents will be freed up to handle more complex problems with your customers. This may mean that your AHT, or Average Handle Time, actually increases. Get the ebook with 7 projects to share with your VP of Ops to reduce inefficiencies.

industry standards 52

industry standards Metrics Call Center Wait times 52