Call Logging, Gamification, Knowledge Base and Service level

After Call Work – Why it Matters and How to Ensure it’s Done Right

TechSee

SEPTEMBER 18, 2019

Also known as post-call processing or wrap-up, ACW includes tasks such as logging the call’s purpose and outcome, writing notes on actions taken, scheduling follow-up activities and updating the company’s internal knowledge base. The importance of after call work.

Average Handle Time

Average Handle Time CRM Contact Center Gamification

Top Metrics that Measure Inbound Call Center Performance

Tenfold - Contact Center Blog

JULY 9, 2018

In addition, the use of gamification also fosters friendly competition as it inspires agents to work harder in delivering quality customer service during the first contact. Based on the available data, contact centers can weigh which channels perform better than the rest. Service Level. Abandoned Call Rate.

Metrics

Metrics Call Center Schedule adherence Abandon Call

Customer Contact Central

After Call Work – Why it Matters and How to Ensure it’s Done Right

Top Metrics that Measure Inbound Call Center Performance

Webinars

Stay Connected