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

Playvox

DECEMBER 5, 2022

Review short handle times or average handle time. The agent will typically show a shorter handle time than their peers. Actions: Review hold time reports. Review adherence for trends of this behavior.bReview hold or queue wait times at the end of the shift/day.

Contact Center 52

Contact Center Average Handle Time Management Coaching 52

Comm100

NOVEMBER 8, 2017

This blog post will take you through a series of good customer service skills that you should look for when hiring live chat agents, and will give you some tips on how to spot these skills in your candidates. Tip: As you perform your interview, watch out for good listening skills in your candidate.

Customer Service 43

Customer Service Average Handle Time Benchmark Personalization 43

SharpenCX

APRIL 8, 2020

Simplify your queues so agents can gracefully handle interactions, and so customers get the outcomes they deserve. 13 tips to manage your contact center queues for greater efficiency and better customer outcomes. Set maximum queue sizes or wait time restrictions. Set thresholds to watch for peak wait times.

Best practices 84

Best practices Call Center Interactive Voice Response Customer Experience 84

Babelforce

NOVEMBER 25, 2021

In this post: Average Handling Time Customer Satisfaction Service Level First Contact Resolution Call Abandonment Rate Percentage of Calls Blocked Call Transfer Rate Wrap-up Time Customer Effort Score Average Idle Time. 1 Average Handling Time. Top Ten Call Center Metrics. #1

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Comm100

SEPTEMBER 7, 2017

eBook] The Guide to Becoming a Top Performing Live Chat Agent. Average handle time is of great significance to customer satisfaction. For additional reading, check out our blog post, How to Go the Distance: Key Tips and Practices for Managing a Remote Live Chat Team.

Average Handle Time 46

Average Handle Time Customer Service Feedback Call Center 46