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
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?
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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. Dive into your data history.
Fonolo
DECEMBER 15, 2022
But be warned: gathering this information and not doing anything with it can backfire and create disengaged employees. Keep Employees Engaged and Informed. Of course, communication is a two-way street. Employee engagement can be an undertaking all on its own.
Fonolo
OCTOBER 26, 2022
Of course, extrinsic and intrinsic motivation are both necessary to inspire your agents. Agent education opportunities might include: Courses. Gallup released an article about employee engagement measures in the workplace. Intrinsic motivation refers to self-fulfillment and personal satisfaction. Conferences.
Monet Software
JUNE 10, 2021
Many contact center managers, however, don’t realize how much more value their scheduling activity can deliver to employees, beyond letting agents know when to show up for shifts. Look for individuals who pair low average handle times with great first call resolution metrics and stellar post-call survey results.
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.
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