Average Handle Time Contact Center Demo Quality management 
Balto
NOVEMBER 28, 2023
Call center quality management can present numerous challenges for your business. More often than not, you’ll find yourself dealing with one of the following two issues: a lack of data for accurate quality management, or an abundance of data with limited ability to transform it into useful insights.
Playvox
APRIL 4, 2023
Every workplace has its pros and cons, but contact center agents have one of the toughest jobs out there. Just like agents are protecting your company, contact center leaders and managers need to protect them and their mental health. Burnout Burnout is at the heart of poor emotional well-being in a contact center.
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Playvox
JANUARY 24, 2022
While it’s hard to argue against the importance of delivering great CX, it’s also all too easy to assume that the experiences your contact center delivers are up to par simply because you are handling interactions efficiently. Unpacking the types of customer interactions contact centers handle provides key insights.
Playvox
APRIL 5, 2022
But without getting contact center performance right, all other CX elements – such as marketing, user experience, etc. How do you build a high performance contact center? These enable you to make progress on your most pressing challenges and transform into a high performance contact center. Perhaps not.
Monet Software
AUGUST 29, 2018
Do you have a quality management program? You’d be surprised how many contact centers implement such a program and then check the “mission accomplished” box before moving on to something else. If you’re not sure where you stand on quality management, here are five signs that a fresh start might be recommended.
Aspect
JULY 15, 2020
Over the last several months, w e have e xperienced one of the most unusual times in modern human history, and we seem to be coming out the other side. Contact centers, like most business, have had to find solutions to provide their essential service from somewhere other than densely populated offices where COVID – 19 might spread.
Monet Software
DECEMBER 14, 2018
Coaching is important, whether you run a football team or a contact center. Contact centers are evolving, and agent coaching must evolve with them. Mandatory, regularly scheduled sessions for every agent are a must if you expect to see steady improvement in average handle time, first-call resolution and other key metrics.
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