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. phone or digital), and are they taking breaks at the most optimal times to maintain service levels.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Comm100

NOVEMBER 8, 2017

It also involves being able to receive feedback, and not taking any constructive criticism from supervisors personally. Manages Time Wisely. One of the most commonly evaluated metrics is an agent’s average handle time (AHT). Tip: Ask your candidate what they know about your company and the industry.

Customer Service 42

Customer Service Average Handle Time Benchmark Personalization 42

SharpenCX

MARCH 10, 2020

You’re praised for your low Average Handle Time, high First Call Resolution, and outstanding CSAT Scores. Then, leave feedback in-line on their interaction , so they have context to better understand it. Download Now: Pick up 7 Coaching Best Practices in this Ebook. You’re a top performer.

Call Center 67

Call Center Management Coaching Metrics 67

Comm100

OCTOBER 30, 2017

Companies often fall foul of measuring employees, but then not providing them with feedback (or giving feedback far too late, when it is no longer relevant or useful). Employee feedback meetings have a whole host of other benefits. Companies could have additional criteria based on their requirements, of course. How can I fix it?

Best practices 45

Best practices Contact Center Management outsourcing 45