Myra Golden Media

APRIL 11, 2023

Additionally, ongoing coaching and feedback can help agents improve their performance and stay motivated. One way to implement a data-driven approach is by measuring and tracking key performance indicators (KPIs) such as average handle time, first call resolution, and customer satisfaction.

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

CSM Magazine

NOVEMBER 1, 2022

Top-line results, gathered via Google Consumer Surveys, indicate that consumers want “ease, greater access to agents, and better-trained agents.” “Our global clients are using their AI Coach to develop confident, top-performing agents to engage and delight their customers.”. . Agent training and coaching needs attention now.

Telecommunications 52

Telecommunications Coaching Healthcare Multichannel 52

Callminer

JULY 23, 2019

To empower call center leaders to improve agent feedback, we’ve rounded up 25 tips and best practices for delivering effective agent feedback. Many of the tips are those from experts directly in the call center industry. Others are from training and leadership professionals, experts in the area of training and coaching employees.

Best practices 140

Best practices Feedback Call Center Coaching 140

Call Experts

JULY 27, 2023

First Call Resolution (FCR) : Measures the percentage of customer issues resolved in the first contact. Service Level Agreement (SLA) Compliance : Measures the percentage of calls answered within a specified timeframe as well as hold time and total calls received.

Call Center 52

Call Center Customer Service Multichannel Abandon rate 52

Customer Relationship Metrics

JANUARY 11, 2017

Post-call IVR surveys allow you to capture the raw emotion of the contact center experience. Let’s explain why with a short example: Contact Center A: The post-call IVR survey was linked to a specific contact center agent. Contact Center B: The post-call IVR survey WAS NOT linked to a specific contact center agent.

Customer Experience 67

Customer Experience Interactive Voice Response Caller satisfaction Calibration 67

Calltools

AUGUST 19, 2020

First Call Resolution You cannot overemphasize the importance of first call resolution. Customers expect that their issue will be handled the first time they contact you. If they are asked to call back or wait for a return call from you, they will not be satisfied.

Benchmark 52

Benchmark Call Center Abandon rate Interactive Voice Response 52

NobelBiz

JULY 25, 2023

Meet the renowned Contact Center Coach, Michael Tamer, also a training expert, CEO at Proponisi, and an accomplished author. We’re thrilled to have him as our special guest on the show, where we delve into the world of training and coaching. Data Processing: Cleaning the Clutter The raw data collected is vast and can be noisy.

Analytics 98

Analytics Call Center Scripts Contact center software 98