SharpenCX

MARCH 4, 2020

To build call center improvement strategies for a better CX, put coaching and quality management into your daily routine. Daily quality management drives better performance and experiences for agents (and customers). How can you move toward improvement when you barely have time to maintain the status quo?

Call Center 84

Call Center Feedback Coaching Average Handle Time 84

Playvox

DECEMBER 13, 2022

Here are a few tips you can use to quickly spot this behavior: Review Average Handle Time (AHT) or First Answer Handle Time (FAHT). Interaction avoidance is a costly problem in your business, but with proper quality management practices in place, you can keep it under control.

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84

Playvox

JUNE 22, 2023

Availability Rate This is the proportion of time an agent is actively ready to work with customers but not engaged directly with a customer, sometimes referred to as idle time or available time. For synchronous contacts, this includes hold times, transfers, and after-call work.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Playvox

MAY 4, 2023

When you’re integrating several digital channels, you need a good workforce management solution to lower handle times and provide more accurate forecasting data and capabilities across all channels. Taking it a step further, you also need a solution that takes a digital-first approach to quality management.

Contact Center 52

Contact Center contact center solutions Multichannel Average Handle Time 52

Noble Systems

MAY 20, 2021

How do all of these modern speech technologies impact business productivity? Well, time is money, and speech technologies can reduce average handle time and potentially speed up resolution of customer issues. Ebook: Learn From Every Customer Conversation.

Technology 98

Technology Interactive Voice Response Analytics Contact Center 98