Aspect

JULY 15, 2020

Some organizations even resorted to agents using their personal cell phones as tools of customer service. Service suffered, but many organizations found that sending agents home could not only work , but in fact, work quite well. . O rganizations simply did the best they could.

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118

Verint

DECEMBER 13, 2017

Your agents have a significant impact on your customer experiences, so it is important to be able to identify deficiencies so that you can target specific agent skills for improvement. The benefits could include improved average handle time, first call resolution, reduced after-call work time, etc.,

Average Handle Time 26

Average Handle Time First call resolution Employee engagement Quality management 26

Verint

JUNE 6, 2017

Attendees hosted sessions and exchanged best practices on topics including voice of the customer, desktop and process analytics, automation/robotics, employee engagement, quality management, back-office and branch operations, compliance recording and workforce management.

Employee engagement 34

Employee engagement Quality management Analytics Best practices 34

Fonolo

MAY 7, 2015

If you want your call center or department to be successful, it’s just not enough to ensure it’s working well or adhereing to some abstract call center management best practices. Handpicked related content for you: Top Customer Service Blogs to Read in 2020. Average Handle Time.

Call Center 126

Call Center Management Contact Center Coaching 126