Outsource Consultants

MARCH 29, 2021

KPIs that are set too high will cause agents to fall short and lose morale; Too low, now you’re missing out on revenue and customer service improvements. Call Center Tip #3 — Avoid KPI Cannibalization. Don’t waste time pairing conflicting KPIs, such as setting a lower agent AHT goal with increased upsell targets.

Management 76

Management Calibration Call Center Average Handle Time 76

Fonolo

FEBRUARY 14, 2019

Agents are required to deal with challenging, frustrated customers, with the knowledge that the calls (and their performance) are being monitored and timed. News Careers report found that customer service representatives suffer from below-average job flexibility. On top of this, a U.S.

Agent burnout 80

Agent burnout Call Center Gamification Contact Center 80

Talkdesk

OCTOBER 20, 2016

Some roles are particularly important to foster a positive company culture, and customer service agents in your call center are one of these critical roles. Your call center is the front line of your business and often the only people who will interact with paying customers. Do you want to upsell more customers?

Call Center 40

Call Center call center software Morale First call resolution 40