Talkdesk

MAY 12, 2020

Explain the importance of schedule adherence Most new hires don’t realize how significantly schedule adherence impacts the call center. Make sure your at-home agents are aware by explaining the impact that schedule adherence has on key performance indicators (KPIs) like service level.

Contact Center 119

Contact Center Schedule adherence At home agents Scripts 119

Monet Software

JULY 16, 2018

So make sure your agents are trained in human interactions, including customer service and conflict-management techniques and emotional intelligence. A well-trained agent who listens to customers and provides acceptable solutions can transform your brand image. Get the facts about Monet WFM.

Schedule adherence 48

Schedule adherence Contact Center Scripts Technology 48

Monet Software

DECEMBER 28, 2017

Agent Training Training should begin with learning the contact center script and understanding contact center procedures – but it shouldn’t stop there. Workforce Management Software All of the burden for customer service should not fall on the agent’s shoulders.

Contact Center 48

Contact Center Schedule adherence Scripts Management 48

Playvox

APRIL 19, 2023

While issues might pop up unexpectedly from time to time, effective time management is a crucial skill that contact center agents can apply to their daily tasks to provide efficient and effective service to customers. Visibility One critical aspect of effective time management is having complete visibility of scheduled tasks.

Time management 56

Time management Contact Center Management Schedule adherence 56

Noble Systems

MARCH 19, 2021

Every business that takes or makes calls, especially to sell to or service customers, essentially has a call center – whether they have hundreds of agents or a handful of agents (or a team of multi-tasking employees). You’re not only using your agent’s time more effectively, you’re also not eating up your customer’s time.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98

Callminer

JANUARY 18, 2021

Encourage agents to cheer up callers with more flexible scripting. “A 2014 survey suggested that 69% of customers feel that their call center experience improves when the customer service agent doesn’t sound as though they are reading from a script. These shortcomings do affect the service quality. “A

Best practices 226

Best practices Call Center Contact Center Scripts 226

Babelforce

NOVEMBER 30, 2022

Usefully calculating and interpreting ATA depends on whether or the contact center uses an IVR system – this is complicated by the fact that customer can either hang up from frustration, or because the IVR answered their query. Schedule adherence. Call center script. Active waiting calls metric. Agent availability.

Contact Center 52

Contact Center Interactive Voice Response Call Center Automatic Callback 52