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.
CSM Magazine
OCTOBER 15, 2018
Occupancy – it’s good to know how many of your resources are being used at any one time but it’s even better to keep some agents in ‘reserve’ to handle random contact arrival patterns and maintain service levels. Add ‘travel time’ into schedules – in a bid to save time, managers often take. About the Author.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
NobelBiz
FEBRUARY 21, 2023
With its intuitive interface and buil-in analytics and reporting engine, it is the go-to solution for contact centers to improve their efficiency, and ensure the accuracy and exactitude f collected data. As an example, by analyzing call duration metrics, it is possible to identify long calls and intervene to reduce the Average Handling Time.
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. Monitor agent calls for coaching opportunities.
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.
Expert insights. Personalized for you.
130 
Let's personalize your content