Global Response

MARCH 27, 2024

Call center procedures and protocols: Escalation procedures : Clearly outline the method for escalating calls to a supervisor or another department when the agent can’t resolve the issue at the first point of contact. Let’s explore some best practices. Solicit agent feedback. Familiarize agents with scripts.

Scripts 62

Scripts Call Center Customer Service Coaching 62

JustCall

OCTOBER 25, 2023

Addressing these challenges requires a combination of strategic planning, agent coaching, leveraging technology, and a strong commitment to overall agent well-being. A well-designed post-call survey typically follows these best practices: Includes Rating Scales: These scales ask customers to rate their experience on a numerical scale.

Surveys 52

Surveys Best practices Feedback Metrics 52

NobelBiz

APRIL 18, 2023

The following formula is used to get the AHT (Average Handle Time): the duration of the exchange itself (AHT), the duration of the caller’s wait (MEA), and the duration of the file’s post-call processing (ACW). You can learn more about call center gamification in this workshop episode. Click here to tune in.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Callminer

AUGUST 1, 2017

Do your best to: Monitor and generate engagement; check in often. Make onboarding & ongoing coaching as stellar as possible. James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. The best thing that you can do to increase efficiency at a contact center is…”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Call Experts

JULY 27, 2023

At Call Experts, we routinely hit industry standards and have even received Platinum certification from our industry partner ATSI. In this blog, we will explore how contact centers have transformed the industry and discuss the key metrics that should be tracked to ensure continued customer satisfaction.

Call Center 52

Call Center Customer Service Multichannel Abandon rate 52

Talkdesk

JUNE 21, 2019

How Wrap-Up Time is Spent Globally, the call center industry standard after-call work time is about six minutes. Agents can be trained to complete some of their wrap-up work during the call, but care should be taken that they don’t get distracted from customer needs. The post What is Call Wrap Up Time?

Contact Center 50

Contact Center Average Handle Time First call resolution Contact center software 50

NobelBiz

NOVEMBER 26, 2021

The number of dropped calls, due to a shortage of agents available. Your agents’ average time in comparison to industry standards. Call Whispering Quality training for your contact center agents is a must if you want to provide excellent customer support. They must also prepare for potentially dangerous scenarios.

Best practices 52

Best practices Management Contact Center Cloud contact 52