CSM Magazine

OCTOBER 15, 2018

This perennial tug of war is damaging to agent morale, the customer experience and health of the overall business. 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.

Contact Center 56

Contact Center contact center workforce Average Handle Time Metrics 56

NobelBiz

OCTOBER 18, 2021

Different metrics such as call volumes, service level objectives, and average handling time can be used to quantify shrinkage. Today’s call center systems include gamification features that boost staff morale and motivation. Another approach to keep them competitive is to provide incentives.

Call Center 52

Call Center contact center solutions Contact Center Cloud contact 52

Callminer

AUGUST 6, 2019

Trying to manipulate software to do what you need it to do when it’s not designed to accomplish those things is a waste of time and money. For example, an outbound call center focuses on the efficiency and quantity of dialed-out calls. One example of this are certifications – such as PCI or SOC.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Fonolo

SEPTEMBER 28, 2021

They motivate employees through goal setting, help resolve conflicts, and play a large role in improving employee morale. when it comes to setting goals (specific, measurable, attainable, relevant, time-bound). Some examples of individual agent goals might include: Answer X number of phone calls per day.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

Fonolo

SEPTEMBER 14, 2023

In a busy customer service department, having an agreed-upon set of milestones helps you cross the finish line because it clarifies decision-making, keeps morale up, and can even reduce agent turnover. strategy in goal-setting is key: it provides direction and helps focus your team’s time and energy. Using the S.M.A.R.T

Contact Center 91

Contact Center Call Center Average Handle Time Construction 91

Taylor Reach Group

MARCH 19, 2018

In the last Indicators post, we discussed one of the most important operational indicators: Average Handle Time or AHT. In this issue, we continue with other operational indicators dealing with the efficiency of the center, i.e. “Service Level”, “Average Speed of Answer (ASA)” and “Occupancy Rate”.

Service level 92

Service level Abandon Call Wait times Call Center 92

SharpenCX

OCTOBER 22, 2019

If you’re not making metrics and real-time data clear and digestible for your team, you’re putting your customer service experience at risk. To help, we’re sharing three example dashboards you can use with agents and team leads to fuel better service levels. Like First Call Resolution and Average Handle Time.

Metrics 64

Metrics Call Center Abandon rate Customer Service 64

Babelforce

JULY 29, 2021

For example, a low AHT is a sign of fast service, but it’s not much use if customers aren’t satisfied with the help they receive. It differs from handling time because it doesn’t include after call work or time on hold. It’s useful to know, but – time spent talking doesn’t necessarily indicate service quality. #2

Call Center 52

Call Center Abandon rate Contact Center Agent burnout 52

Callminer

OCTOBER 11, 2018

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. With smart-routing, companies can also boost employee morale.

Call Center 561

Call Center Metrics Contact Center Wait times 561

SharpenCX

MARCH 10, 2020

You learn the products, services, and you know how to answer nearly every question a customer throws at you. You’re praised for your low Average Handle Time, high First Call Resolution, and outstanding CSAT Scores. Even the best agent will eventually get tired of their job if morale is consistently low.

Call Center 67

Call Center Management Coaching Metrics 67

OctopusTech

JUNE 8, 2022

It saves a lot of precious time for big companies and also improves first call resolution (FCR). With contact center automation, different systems can be easily integrated into a single tool and you can monitor all the customer service data in a single system. Automated interaction with customers. Visual queuing automation.

Call Center 62

Call Center Interactive Voice Response First call resolution Chatbots 62