NICE inContact
NOVEMBER 9, 2018
Workforce management (WFM) software can help. WFM software is no longer for big contact centers. Look for a solution that is tightly integrated into your contact center software. This will eliminate the need to manage WFM as a separate application as well as give you the best results.
NobelBiz
SEPTEMBER 12, 2023
Brad Butler, Contact Center Software Consultant @NobelBiz How is Talk Time Measured? For reference, according to callcenterhelper.com , the industry standard for Average Handling Time (AHT) is 6 minutes and 10 seconds.
NobelBiz
FEBRUARY 14, 2022
Agent Quality performance monitoring Before developing a quality management strategy, as a manager, you should start by determining what to measure. The average amount of time your agents spend on the phone compared to industry standards. The number of missed calls as a result of operator unavailability.
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