Call Design

SEPTEMBER 21, 2021

Average speed to answer. Average handle time. Average after work time. Create different groups- There are many ways to define groups once your agents are ready to tackle more sophisticated and multi-task / multi-player games. Obvious groups would be those by team, department etc.

Gamification 78

Gamification Schedule adherence Average Handle Time First call resolution 78

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

Solvvy

JANUARY 7, 2020

Be proactive about understanding exactly what high-quality customer support looks like in your industry by soliciting feedback from your customer base, a survey of target users, or even from a focus group of people who are interested in your industry. Learn more about building a game-changing customer experience in our free ebook.

Average Handle Time 48

Average Handle Time Self service Benchmark Customer Support 48

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative. Leverage Gamification for Soft Skills Development.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative. Leverage Gamification for Soft Skills Development.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

SharpenCX

MARCH 4, 2021

Visualize what’s happening in your call center with charts and graphs on data points like: Incoming support interactions (grouped by agent). Bonus view: Look at incoming interactions grouped by interaction type, too. A favorite metric we often see call centers target is Average Handle Time.

Analytics 67

Analytics Average Handle Time Management Metrics 67

Comm100

MAY 28, 2020

If it’s high, you may need to add staff during peak busy times. Alternatively, you may need to check average handle time as it could indicate that your agents are spending too much time on each chat. It can be measured as follows: Amount of live chats per month x Average Handle Time.

Average Handle Time 52

Average Handle Time Management Benchmark Surveys 52