Myra Golden Media

APRIL 11, 2023

Additionally, ongoing coaching and feedback can help agents improve their performance and stay motivated. I did a live demo of Balto’s Real-Time Guidance in a webinar last year when I talked about my 3R De-escalation Method and contact center leaders loved it! The webinar is free. Continue the Conversation with Me?

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

Callminer

NOVEMBER 6, 2018

For example, The CallMiner Index identified that long waiting times is the call center behavior consumers want to avoid most (42% of people feel this way). You might say it’s impossible, or too costly, to have agents waiting around for calls that may never come.

Scripts 186

Scripts Call Center Call center experience Contact Center 186

NobelBiz

FEBRUARY 27, 2024

Hold Queues : Ensures calls are answered promptly, minimizing wait times. This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance. Achieving these goals requires a special balance between the human touch and technological innovation.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Enghouse Interactive

SEPTEMBER 20, 2021

Here’s a recap of our recent webinar ‘ UCaaS and CCaaS: How Convergence Drives and Disrupts Communications ‘. EnghouseUC has an elegant, intuitive GUI [see above] that simplifies and accelerates interactions and will help reduce wait times by handling multiple queries simultaneously. Single-Sourced. Always Accessible.

contact center solutions 67

contact center solutions Contact Center Call flow Quality management 67

8x8

DECEMBER 3, 2018

On Black Friday of 2017, though, the company realized that customer call abandonment had spiked—likely due to longer-than-normal wait times. Use customer experience analytics to quickly identify problems such as excessive hold times or transfers, and then drill down to analyze specific customer journeys. ICMI ccExpo 2019.

Customer Service 54

Customer Service Abandon rate Contact Center Wait times 54

8x8

OCTOBER 25, 2017

All you need is a quick answer by an informed, competent customer service agent and instead, you get lengthy, unhelpful self-service menus, long wait times and apathetic agents without answers. If you took the time to dig into legacy contact center technology (yeah right, who does this?), They need competence and efficiency.

Contact Center 48

Contact Center Self service Cloud contact Wait times 48

Talkdesk

JULY 16, 2019

Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification. However, gathering enough data to decide where to direct resources to improve performance requires a huge amount of time and managerial energy.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43