Playvox

NOVEMBER 15, 2022

Working efficiently becomes even more important when costs are rising, agents are hard to hire, and customer service expectations are higher than ever before. But many team leaders spend their time managing annual leave and schedule change requests, approving shift swaps, sending out emails, or updating HR systems.

Management 86

Management Schedule adherence Coaching Contact Center 86

Balto

SEPTEMBER 23, 2022

Managers Often Focus on New Hires. Because of high attrition levels, customer support teams often focus most of their efforts on hiring, training, and ramping up new agents to get them on the phones quickly. This can help keep agents tuned in to your playbook and making sure they are hitting the right notes with your customers.

Scripts 52

Scripts Gamification Benchmark Surveys 52

NobelBiz

DECEMBER 14, 2021

Customer feedback analysis Why is the ACW a must for Contact Centers? No miracle solution will tell you how much time to set aside for after-call work. Incorporating after-hours work into your sales or customer support processes may help your contact center in different ways: Keep detailed recordings of talks.

Contact Center 52

Contact Center call center software Call Center CRM 52

Playvox

JUNE 22, 2023

For customer support leaders, metrics tied to the goal of delivering and improving upon outstanding customer care and experiences should matter the most and be top priorities. Even before agents are involved, customers are having positive or negative experiences with a customer support center.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52