NobelBiz

SEPTEMBER 12, 2023

For call centers, metrics provide insights that shape strategies and determine operational efficiency. Among these metrics, the “Talk” metric stands out as a vital instrument. Understanding the Average Talk Time metric Average Talk Time represents the actual duration an agent spends conversing with a customer.

Metrics 52

Metrics Call Center Outbound sales Contact Center 52

NobelBiz

FEBRUARY 14, 2022

However, with the volume of calls and data generated on a daily basis in contact centers, managers and supervisors frequently feel overwhelmed. The metrics that are appropriate for your organization will serve as your compass. What are the right call center agent performance metrics to monitor?

Metrics 52

Metrics Management Average Handle Time Contact Center 52

SharpenCX

FEBRUARY 11, 2020

With upgraded reporting, you can see how agents perform compared to industry standards and your past track record. With metrics and KPIs, you set the bar for performance across your contact center. Use metrics to know where your agents need more coaching or training. Unthink it!

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

SharpenCX

FEBRUARY 18, 2020

Keep up with industry standards and customer expectations to know what qualifies as excellent service in today’s world. Your call center is flooded with customers calling, emailing, and pinging you on chat. And best practices and metrics may just go out the window. Watch webinars to gather insights from industry leaders.

Call Center 84

Call Center Coaching Management Contact Center 84