Callminer

JUNE 21, 2017

Promoting employee morale by showcasing past successes: training time is an excellent space to rally morale and help inspire staff members, especially when faced with concrete examples of positive results and behaviour by their peers. Some might even suggest their own ideas that could resonate with other staff.

Best practices 174

Best practices Call Center Morale Coaching 174

pindrop

AUGUST 16, 2021

Each KBA required to complete authentication increases the average handle time required to authenticate a caller and increases the average cost per call for the contact center. Customer experience can be negatively impacted when KBA requires extra time and effort on the part of the caller. . Watch the Webinar.

Contact Center 62

Contact Center Average Handle Time Calibration Airlines 62

Monet Software

OCTOBER 28, 2020

But maybe you just need to boost motivation, morale and workforce engagement as this crazy year (finally!) It builds up over time and needs more intensive interventions (which we’ll discuss in our next blog). If you’ve got the time, watch that now. comes to a close. We’ve got 10 tips to help you do it, and fast. #1

Employee engagement 90

Employee engagement Call Center Morale call center workforce 90

Fonolo

SEPTEMBER 28, 2021

They motivate employees through goal setting, help resolve conflicts, and play a large role in improving employee morale. Receive an average score of X on a customer satisfaction survey over 30 days. Finish X number of training webinars in Q1. In every industry, managers are the backbone of their workplace.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

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. Watch the entire on-demand Webinar episode here. The struggle to retain skilled agents is real.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

Fonolo

SEPTEMBER 26, 2017

Long wait times also lead to frustrated customers who then take out their anger on the agents, raising average handle time and lowering agent morale. If you’ve never tried call-backs in your call center – or if you have call-backs, but just the “ASAP” kind – it’s worth your time to look into scheduled call-backs.

Call Center 64

Call Center Abandon rate Abandon Call Morale 64

NobelBiz

SEPTEMBER 12, 2023

Measuring Talk Time is like clocking the duration of a 100m dash – it seems straightforward, but there’s more to it than meets the eye. For reference, according to callcenterhelper.com , the industry standard for Average Handling Time (AHT) is 6 minutes and 10 seconds.

Metrics 52

Metrics Call Center Outbound sales Contact Center 52