TechSee

SEPTEMBER 29, 2020

” Techniques to optimize time. Improve AHT with knowledge bases. Average Handle Time (AHT) is a traditional contact center KPI that measures the average duration of a communication between an agent and a customer. Accelerate resolutions with AI-powered agent assistance. Techniques to optimize staffing.

Call Center 196

Call Center Self service Gamification Contact Center 196

Outsource Consultants

SEPTEMBER 14, 2021

Waiting is the Hardest Part (But It Doesn’t Have to Be). Customers have not only come to expect inevitable wait times — they’ve come to loathe them. When faced with unanticipated hold times and slow inquiry resolution. Build resources within your knowledge base for fast and simple reference.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

Noble Systems

MARCH 30, 2020

In many cases, this exponential increase in call volume is causing a number of related issues , from excessive wait times and higher average hold times, to more disconnects than ever before and more frustrated customers, where patience may already be in short supply. Better train and coach agents.

Management 90

Management Gamification Contact Center Coaching 90

NobelBiz

APRIL 18, 2023

With WFO tools in place, managers can allocate resources effectively, ensuring that the right number of agents is available at all times for handling customer inquiries, thereby reducing wait times, leading to improved productivity levels and minimizing labor costs due to increased utilization rates, etc.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

JustCall

MARCH 9, 2023

Remember that even the smallest of technical snag can lead to prolonged wait times and by extension, frustrated and angry customers. Build a Resource Hub Another extremely important strategy that works wonders is empowering agents with a knowledge hub in the form of how-to guides and other resources on the product (and the company).

Call Center 52

Call Center call center software Construction Best practices 52

OctopusTech

MARCH 1, 2023

We’ve seen businesses improve agent engagement by making individual performance stats available on agent dashboards and by the gamification of specific agent behaviors. Some companies even use call center gamification as an incentive system for performance. Fight the urge. This may help them with benchmarking and goal setting.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Balto

NOVEMBER 2, 2022

Management activities include training, coaching, onboarding, scheduling, forecasting, and more. Here, the goal is to ensure customer satisfaction is kept high while minimizing wait times. To help motivate your agents, consider bonus targets and incentives based on their QA checklist performance. QA Performance Scores.

Call Center 52

Call Center Management Average Handle Time Gamification 52