Remove Average Handle Time Remove Employee engagement Remove Finance
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Action Changes Things: Make it Happen in 2021

CCNG

Automation Continuing to drive operational efficiency will be a focus and finding ways to improve AHT (Average Handle Time) is not only realistic but achievable and measurable. Employee Engagement and Development As leaders, we were faced with several challenges this year.

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10 Ways to Keep Call Center Employees Engaged as 2020 Winds Down

Monet Software

A long-term, customized employee engagement strategy should be the ultimate goal for any call center. But maybe you just need to boost motivation, morale and workforce engagement as this crazy year (finally!) There are numerous times when it’s exciting to tackle new challenges. If you’ve got the time, watch that now.

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Putting Humanity in Contact Centers

Customer Relationship Metrics

The best contact center agents also are the best marketing people, sales people, finance people, and trainers. This will enable you to address these root causes, which is likely to have a far more dramatic impact on number of calls handled and average handling times than placing those KPIs on agents’ scorecards.

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20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

Callminer

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Employee engagement. Agent Redundancy Rating.

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Outbound Contact Center Basics

SharpenCX

Average Handle Time (AHT). This is the time it takes for an agent to complete a phone call or a “session.” And Officervibe’s 2021 State of Employee Engagement report found that 72% of employees think their manager could define clearer goals. This tracks your agents’ efficiency. Set Clear Expectations.