Callminer

OCTOBER 3, 2019

Not addressing workforce development and reskilling will only widen the digital skills gap, threatening business’ ability to compete in the Fourth Industrial Revolution. This is the x factor, which distinguishes an ordinary and an outstanding customer service agent. Another miss. Emotional stability is critical.

Call Center 186

Call Center Morale Employee engagement Customer centricity 186

Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Operational efficiency, particularly focusing on caller forecasting.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Dialer 360

SEPTEMBER 10, 2019

All these strategies represent an essential reality in your industry. As well as set value purpose, enhance efficiency and boost service level. By depending on what you’re wanting to monitor and what is the industry you are in. Besides, the industry as it is directly related to caller satisfaction.

Customer Service 23

Customer Service Call Center Abandon rate Caller satisfaction 23