Customer Service Life

NOVEMBER 10, 2022

With a bit of digging, we discover a larger bug or problem that may need to be addressed by engineering. Before reporting to engineering we get a sense of how many customers are impacted by the issue. I think it’s fairly rare for contact centers to ask their agents to spend more time during and after calls.

Contact Center 130

Contact Center Engineering Average Handle Time Analytics 130

NobelBiz

FEBRUARY 21, 2023

On one hand, reporting refers to data collection on various metrics, such as customer satisfaction, call volume, agent performance, and other relevant KPIs. Presented using reports to monitor a contact center’s performance over time. This enables managers to make data-driven decisions and consequently improve performance.

Best practices 52

Best practices Analytics Contact Center Coaching 52

CSM Magazine

OCTOBER 15, 2018

Real effectiveness is about providing agents with the right environment to give customers what they really want (fast, accurate answers to their problems first time around) while maximizing resources as cost-effectively as possible. Metrics that matter. Most make the mistake of developing a set of metrics that focus.

Contact Center 56

Contact Center contact center workforce Average Handle Time Metrics 56

Serenova

AUGUST 25, 2020

An integrated workforce management system helps contact center leaders get a handle on the schedule adherence battle by building multi-channel schedules with shifts that address multiple activities across. This ultimately means better experiences for your customers. Supports regulatory compliance.

Contact Center 40

Contact Center Schedule adherence Management Coaching 40

Hodusoft

JUNE 7, 2024

But managing its day-to-day operations has become tougher as contemporary call center managers have to cope with several challenges including post-covid work scenarios, high attrition rate, increasing competition, and more. The way a call center is managed goes a long way in determining its success or failure. Let’s get started!

Best practices 52

Best practices Call Center Omni-channel support Management 52

NobelBiz

AUGUST 11, 2022

Your teams will appreciate the time saved, which increases metrics such as Average Handling Time , Contact Rate, and Average Waiting time. Report engine: Administrators and supervisors will always have access to the conversation history with a given user.

contact center solutions 52

contact center solutions Contact Center Interactive Voice Response Cloud contact 52