Fonolo

AUGUST 17, 2021

Luckily, a successful call center is within reach. With some careful thought and these helpful tips, you can optimize your call center’s performance: 1. With the latest call center technologies, identifying and measuring Key Performance Indicators (KPIs) is a breeze. Use metrics and act on them.

Call Center 156

Call Center Abandon rate Average Handle Time First call resolution 156

Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more.

Call Center 182

Call Center Management Scripts Coaching 182

Taylor Reach Group

NOVEMBER 30, 2018

Not staying current on new technologies impacting Call and Contact Center operations. After all why would we want home agents, speech recognition, higher quality or better staff morale and management? it also reduces time to speak with industry peers, to attend conferences or seminars.

Contact Center 111

Contact Center Average Handle Time At home agents First call resolution 111

Fonolo

JULY 27, 2021

These days, there are tons of key performance indicators (KPIs) and call center metrics to evaluate call center performance and call center agent performance. Take your pick — first call resolution (FCR) , abandon rate , customer satisfaction (CSAT) , and more. Net promoter score (NPS).

Call Center 142

Call Center Abandon rate First call resolution Construction 142