Talkdesk

MAY 12, 2020

The latest trend in at-home agent training centers around online, specialized tools that offer hands-on practice with a contact center interface, testing employees’ ability to learn and adapt to a technology they’ll be using daily.

Contact Center 119

Contact Center Schedule adherence At home agents Scripts 119

Playvox

JULY 14, 2023

Are agents working on what they are scheduled to do? Look at schedule adherence and schedule compliance metrics. Average handle time and response time vary by channel, so it’s critical to benchmark and track by channel. Accurate forecasting is critical and will tie directly to your agents’ schedule adherence.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

OctopusTech

MARCH 1, 2023

Our consumer benchmark study revealed that 87% of consumers are willing to buy more products from businesses that provide great experiences, so it’s a sound strategy. Automate where possible Modern technology has created a unique opportunity for automation in inbound call centers. Fight the urge. Train your supervisors.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

BlueOcean

MARCH 24, 2022

Collecting new information via post-call/post-contact surveys or other means is critical to understanding customer sentiment in today’s environment so you set new benchmarks based on current state and evolve your program accordingly. Emerging Technologies. Evolving Omnichannel Service.

B2C 62

B2C Customer Care Schedule adherence outsourcing 62

Serenova

JUNE 5, 2020

It minimizes administrative effort, improves agent engagement and schedule adherence, and reduces labor costs. With quality management solutions like CxEngage QM , call center agents can be recorded and scored against benchmarks. Forecasting. Forecast workloads across channels (chat, email, voice, SMS, Facebook).

Call Center 75

Call Center Schedule adherence Contact Center Gamification 75

Hodusoft

DECEMBER 28, 2022

Call center management backed by cutting-edge call center technologies helps managers oversee their teams and be on top of things. New-age call center technologies make managing data easier for call centers, leading to enhanced decision-making capabilities and improved customer service operations.

Best practices 52

Best practices Call Center Metrics call center software 52

COPC

APRIL 6, 2018

Beyond the technological challenges related to these sorts of non-voice interactions, organizations are still not sure which metrics they should use or how to apply traditional CX metrics. Many call center metrics focus on platform efficiencies like speed of answer, handle time, schedule adherence, etc.

Metrics 40

Metrics Schedule adherence Multichannel Benchmark 40