Average Handle Time Contact Center Document Employee engagement 
COPC
OCTOBER 28, 2022
The New Zealand Employee Engagement Research Report is timely as organisations are battling to secure talent in tight employment markets globally. Insights into staff engagement, satisfaction levels and key initiatives to retain the talent you have are invaluable. New Zealand Employee Engagement Report, 2022.
Fonolo
JUNE 9, 2020
Is your contact center providing the best customer experience possible? One of the most challenging aspects of running a contact center is managing your team. Metrics for Evaluating Contact Center Agent Performance. Average Handle Time (AHT). Where should you begin? TIP: Don’t overdo it!
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Serenova
MAY 29, 2020
The strain to balance taking care of employees to protect them from the coronavirus while maintaining business continuity continues for contact center leaders. As contact volume, customer anxiety and agent stress all still soar, what you once managed can now feel overwhelmingly un-manageable. Every time.
Serenova
MAY 29, 2020
For most contact centers, surviving the first months of COVID-19 required swift operational reboots that began with major work-from-home (WFH) transitions. The strain of balancing the need to protect employees from the coronavirus while maintaining business continuity continues for contact center leaders.
CCNG
MARCH 30, 2022
This can also impact employee engagement and retention. Here’s how it works Each time the supervisor completed a pre-determined management task, the manager would click a button, and a green light would appear on the software platform. It was a dismal failure. If they saw red dots, that meant the work wasn’t completed.
Vistio
MAY 4, 2022
Vistio does not try to boil the ocean like many contact-center-as-a-service and customer relationship management tools attempt; instead, its platform is a lightweight system of augmentation and assistance. Most importantly, Vistio helps solve the most important problem that contact centers have always faced: attrition.
SharpenCX
JUNE 28, 2023
Improving your customer service metrics requires a deeper look at which KPIs make sense for your contact center and the strategies you use to achieve them. What Call Center Metrics Should You Measure? This metric can help you determine if your contact center is operating efficiently. What needs to change?
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