Serenova

MAY 29, 2020

Monitor agent calls for coaching opportunities. Monitor interactions to identify exactly where agents are delivering great service while uncovering opportunities for training and coaching. You’ll improve customer experience metrics like average handle time and first call resolution. Calibrate regularly.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

Monitor agent calls for coaching opportunities. Monitor interactions to identify exactly where agents are delivering great service while uncovering opportunities for training and coaching. You’ll improve customer experience metrics like average handle time and first call resolution. Calibrate regularly.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Callminer

SEPTEMBER 5, 2017

She has a command to write on call center software and new technologies used in contact centers. One of the major challenges in this context is that managers typically estimate their agent calls throughout the month. Who is monitoring the call center QA, monitoring teams, and overall process?

Call Center 140

Call Center call center software outsourcing Coaching 140

Callminer

AUGUST 1, 2017

Make onboarding & ongoing coaching as stellar as possible. It’s crucial that contact centers implement a tool that pulls in all of the necessary portals and processes into one simplified platform. James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. James Pollard.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334