Coaching Contact center software eBook Service level 
Playvox
JULY 14, 2023
To ensure your contact center agents spend a vast majority of their time with customers resolving issues and as little time as possible on administrative tasks and after-call work, agents need the right kind of tools, processes, coaching, motivation, and goals in place. How are managers delivering coaching?
Playvox
FEBRUARY 13, 2023
While traditional quality assurance means evaluating interactions and checking for compliance, QM takes a more holistic approach by going beyond typical contact center metrics and looking at an agent’s behaviors in both subjective and objective ways. But your service center can’t afford to tip the scales in the other direction.
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SharpenCX
APRIL 8, 2020
Instead, your system grabs their contact info and queues them up for a call back when an agent’s available. Metrics like Service Level, Average Speed of Answer, and Average Handle Time directly impact how interactions flow through your queues. Serve coaching opportunities to agents in-queue. Get the ebook.
Noble Systems
MARCH 19, 2021
While many large enterprises still use these on-premise systems, SMB call centers can now take advantage of today’s cloud call center software for small businesses. Cloud Contact Center for SMBs. they can make sure agents are on task, service levels are being met, and performance is on target to achieve KPI goals.
SharpenCX
MARCH 10, 2020
Stop me if you’ve heard this story before: You start your job as a new customer service agent at your company. You go through training, get coached to use the company software, and learn to de-escalate situations with angry customers. And after a year of dedication, you’re promoted to manager of your call center.
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