Course Employee engagement Feedback First call resolution 
Fonolo
SEPTEMBER 21, 2021
By regularly assessing performance, call center staff can stay relevant in their knowledge and plan a course of action for any performance shortcomings. This KPI could indicate that a call center manager needs to invest more time in training agents. First Call Resolution (FCR). Measure the right KPIs.
Fonolo
FEBRUARY 18, 2021
For example, if you’re looking to increase productivity and agent performance, you’re likely looking at a larger goal of improving employee engagement. Start with common KPIs such as Average Handle Time (AHT), First Call Resolution (FCR) and abandonment rates. Gather customer feedback.
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Fonolo
DECEMBER 15, 2022
Leveraging customer data will be key here — by gathering these insights, you’ll be able to pinpoint what keeps your customers engaged, and how you can keep them from going to your competitors. How to Use Customer Profiles to Improve Call Center Training. After-call surveys are a great way to achieve this.
Fonolo
OCTOBER 26, 2022
Of course, extrinsic and intrinsic motivation are both necessary to inspire your agents. Here are some tips to foster agent motivation: Offer flexible hours, Ask them for feedback, Equip them with the right software and Allow them to share their skills… Click To Tweet. You know what’s worse than negative feedback? Radio silence.
Fonolo
NOVEMBER 15, 2022
Of course, there are right and wrong ways to conduct a performance review. Ultimately, well-conducted performance reviews will improve your overall employee engagement, retention, and your team’s overall quality of service. Of course, performance reviews aren’t just for praising strengths. DID YOU KNOW?
Serenova
JULY 7, 2020
Traditional onetime, classroom-type call center training, delivered to all new agents over the course of one or many days, falls short because most people forget what they’ve learned over time. Incorporate effective continuous training for new hires and call center veterans that includes: Guidance through smart bots.
Callminer
OCTOBER 3, 2019
“Chances are that you already have at least a few good employees working in your company. Of course, there’s more to being a good employee than simply showing up for work on time and not talking back. Pay attention to employee feedback to keep your staff engaged and motivated.
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