Spearline

JANUARY 25, 2022

Genuinely coaching an agent will prove that you are invested in him or her, boosting both motivation and staff attrition rates in your organization. Measure the amount of latency your customer experiences on a call As mentioned above, latency on a call is a key source of frustration for a customer when on the phone with an agent.

Contact Center 132

Contact Center Telecommunications Call flow Benchmark 132

Balto

JUNE 13, 2022

Industry benchmarks put the call escalation rate at about 10%. When you see your manager requests rise, especially if they go above that benchmark, it’s a sign something’s not right. Training also requires coaching on handling escalations. Use Real-Time Coaching. Score Every Call.

Management 52

Management Contact center software Coaching Contact Center 52

HGS

SEPTEMBER 30, 2015

Coaches, team leads, trainers, and agents should work collectively to determine potential root causes for any negative trending metrics, as well as to gauge perceived knowledge gaps within the program. Call libraries, which are collections of calls representative of ideal service delivery, can also be used.

outsourcing 100

outsourcing Contact Center Management Coaching 100

EPIC Connections

JUNE 26, 2019

Five strategies for improving call center performance: 1.) Use benchmarking reports to understand your current performance and compare it to industry standards. You should also regularly evaluate your call handling processes and call flows to determine if they are aligned with your organization’s current goals.

Call Center 28

Call Center Call flow industry standards Contact Center 28

Expivia

FEBRUARY 25, 2024

AI tools can scrutinize the speed and relevance of responses given during interactions, benchmarking them against established data points to evaluate how quickly agents access and relay information from their systems. This granular insight allows for feedback that transcends basic QA checks, offering targeted coaching to agents.

Contact Center 52

Contact Center Technology Feedback Analytics 52

NobelBiz

FEBRUARY 7, 2022

Reporting is essential for managing your IVR system To improve your IVR over time and tailor your contact center services to customers’ issues, it is critical to examine your call flows and callers’ behavior. Check out our podcast episode on “ Call Center Empathy Training – How to Do It Right “.

Interactive Voice Response 52

Interactive Voice Response Contact Center contact center solutions Feedback 52

JustCall

APRIL 18, 2023

As a starter, tool integration synchronizes customer information, automates specific tasks, and unifies call center processes. Call Whispering Coach your reps during live calls when the deal is going south. Coach them in real-time with an endless feedback loop. Recommended Read: What is Conversation Intelligence?

call center software 52

call center software Call Center call center solutions Enterprise 52