SharpenCX

DECEMBER 9, 2020

Customers abandon calls when they’re frustrated from long hold times and unanswered questions. Meanwhile, managers and leaders are disappointed by plummeting metrics and the inability to satisfy every customer. Your AHT will uncover where your customers’ time is being wasted. Make wait times more tolerable.

Abandon Call 67

Abandon Call Metrics Call Center Interactive Voice Response 67

Callminer

AUGUST 1, 2017

Reduce Turnover – Keeping a stable team will help you to reduce training costs and time. Make onboarding & ongoing coaching as stellar as possible. No sacred cows … watch out for any processes that are time vampires. Make each metric public and ensure everyone knows why that metric is measured.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

CSM Magazine

SEPTEMBER 10, 2021

Training, coaching, legacy technology, and lack of career opportunities top the list of issues for agents along with handling irate customers. Training/Coaching. The call centre industry is metric driven with a culture of continuous improvement. Nevertheless, 78% of agents report metric manipulation. 21% Quotas.

Agent burnout 52

Agent burnout Coaching Metrics Entertainment 52

NobelBiz

JULY 31, 2023

With the right call queuing system in place, you’ll witness improved call handling, reduced wait times, and heightened agent productivity. This indispensable process optimizes agent availability, reduces wait times, and crafts engaging on-hold experiences. The result?

Wait times 52

Wait times Telecommunications Call Center CRM 52

JustCall

FEBRUARY 13, 2023

From business calls, SMS, data, analytics, and coaching, you need to be able to get an eagle-eye view of your sales and support to ensure your customers are not left in the lurch. Instead of listening to the annoying ringing sound, your customers are entertained as they wait. What’s even better?

voip 52

voip Call Logging Finance Sales 52

Netomi

JANUARY 5, 2022

Mr. Ray helps CX and marketing leaders to launch and manage successful CX programs, gather and use voice of the customer (VoC) data more effectively, align CX metrics to the right leading indicators of success, and improve the use of customer journey maps and personas. Why This is a Great Time to Change Your Customer Habits.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98