The Northridge Group

AUGUST 19, 2020

Let’s say you have a secure process in place, your wait times are acceptable, and you’re meeting many industry standards. An organization like this may question whether it’s worth seeking guidance to take their call center to the next level. That all depends on if you want to be a good call center or a great call center.

Contact Center 145

Contact Center Coaching Call Center Wait times 145

NobelBiz

APRIL 18, 2023

The following formula is used to get the AHT (Average Handle Time): the duration of the exchange itself (AHT), the duration of the caller’s wait (MEA), and the duration of the file’s post-call processing (ACW). You can learn more about call center gamification in this workshop episode. Click here to tune in.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Callminer

AUGUST 1, 2017

Successories motivational posters were part of a study at a call center, and they found office art and motivational posters increase productivity by 33% compared to barren offices. Additionally, call centers can simply increase productivity with small investments in recognition & reward items. James Pollard. theadvisorcoach.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

JustCall

OCTOBER 25, 2023

As per a study from Qualtrics , businesses risk losing up to 6.7% Organizations can improve customer support by having standardized processes and escalation procedures to ensure that agents do not stumble into roadblocks and can get their questions resolved quickly. of their revenue, while $3.1

Surveys 52

Surveys Best practices Feedback Metrics 52

Talkdesk

JUNE 21, 2019

How Wrap-Up Time is Spent Globally, the call center industry standard after-call work time is about six minutes. Agents can be trained to complete some of their wrap-up work during the call, but care should be taken that they don’t get distracted from customer needs. The post What is Call Wrap Up Time?

Contact Center 50

Contact Center Average Handle Time First call resolution Contact center software 50

Hodusoft

AUGUST 9, 2023

As per a study conducted by Clutch, more than one-fourth of small businesses surveyed outsource their customer service to BPOs (business process outsourcing organizations). Business owners or senior management team access and study their data whenever they want just by logging into their computer system, without any interference from others.

Contact center software 52

Contact center software Contact Center Customer Service Agent burnout 52

Tethr

OCTOBER 2, 2020

Are you investing in coaching for your customer care and support teams? It might surprise you to read this, but “I don’t think service leaders need to be sold on the notion that issue resolution is important, ” shares our SVP of Product Research, Ted McKenna. So, how are you addressing that gap currently? to NOT DO?! What gives?

Customer effort 109

Customer effort Customer Care Coaching Surveys 109