Average Handle Time Customer emotions First call resolution Scripts 
Fonolo
SEPTEMBER 30, 2022
Are soft skills a weak spot for your call center team? While product knowledge, scripts, and protocols are important parts of training your agents, neglecting call center soft skills can affect your call center’s performance. This is key if you want to deliver an exceptional customer experience.
Balto
NOVEMBER 28, 2023
A typical scorecard includes the following points: Authentication: Did the agent make sure that the customer is who they claim to be? Call flow: how well the agent is directing the call flow and whether they’re sticking to the script. Not to mention, customer surveys tend to be skewed.
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