Playvox

FEBRUARY 13, 2023

With a full investment in quality management, your customer support center can keep KPIs, customer retention, and revenue on track and become a mainstay of customer experience. But your service center can’t afford to tip the scales in the other direction. Don’t forget that bad experiences cost businesses an average of 9.5%

Contact Center 78

Contact Center Quality management Calibration Coaching 78

Playvox

JULY 14, 2023

phone or digital), and are they taking breaks at the most optimal times to maintain service levels. Do your contact center agents often place customers on hold or need to engage other agents to help them service a customer? Schedule sessions during times when productivity and service levels are not impacted.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

SharpenCX

MARCH 10, 2020

Download Now: Pick up 7 Coaching Best Practices in this Ebook. Metrics are essential to successfully managing a call center team. Managing a call center team with a healthy culture is critical for success. Even the best agent will eventually get tired of their job if morale is consistently low. Get the guide.

Call Center 67

Call Center Management Coaching Metrics 67