SharpenCX

MAY 16, 2022

Your outbound call center metrics should be tied to your overall organizational goals. Average Handle Time (AHT). This tracks how many calls your agent is managing during a time period. More skilled, more efficient agents generally can handle a higher pace of outbound calls. Answer Success Rate (ASR).

Contact Center 67

Contact Center Scripts Call Center call center software 67

NobelBiz

AUGUST 28, 2023

The idea to put together this article was inspired by one of our webinars, where Christian Montes and Mike McGuire shared some amazing insights about what makes a contact center tick and how to increase its overall metrics and performance. Check out our free, on-demand Contact Center Gamification Workshop.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

Balto

NOVEMBER 28, 2023

Quality management typically requires the use of quality monitoring tools, as well as measuring relevant metrics and collecting customer feedback. Call flow: how well the agent is directing the call flow and whether they’re sticking to the script.

Quality management 52

Quality management Call Center Management Contact Center 52

NobelBiz

JUNE 19, 2023

To master real-time management, call center supervisors can adopt the following strategies: Robust Training: Providing comprehensive training to supervisors equips them with the necessary skills and knowledge to analyze and interpret real-time data effectively. It enables managers to take swift actions for process optimization.

Call Center 52

Call Center Coaching Contact Center Metrics 52

NobelBiz

JUNE 5, 2023

Measuring the Success of your contact center lead generation program Tracking campaign performance and analyzing results can be time-consuming and complicated. Utilize comprehensive CRM software that allows for easy monitoring, analysis, and reporting of lead generation metrics.

Call Center 52

Call Center Scripts CRM Contact Center 52

JustCall

DECEMBER 10, 2020

Day 3 is practicing the scripts on the phones by calling me or my team. We do fake training calls 20-30 times until the new rep is comfortable. You can thus optimize the workshops or trainings for the newly joined agents. Explain the Importance of KPIs and Metrics. From there, it is off to the races with client calls!

Best practices 52

Best practices Call Center Sales Average Handle Time 52