Fonolo

OCTOBER 30, 2018

This can place a great deal of pressure on call center agents, so companies must find ways to keep their morale high. One great way to show the world how committed you are to your customers is to document the ways in which you go above and beyond for them. Meeting the Industry Standard of Service Level. Plus so Much More!

Marketing 164

Marketing Customer Service Advertising Call Center 164

Fonolo

JUNE 9, 2020

Gathering feedback from customers has become an industry standard for contact centers. Don’t just focus on the challenges and gaps — documenting the things your contact center excels in allows you to reference what has historically worked for your department. Customer Satisfaction. Don’t forget to highlight agent success.

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

NobelBiz

MARCH 5, 2024

The end goal is to foster a cycle of continuous optimization, leading to elevated customer experiences, enhanced agent morale and performance, and ultimately, a more streamlined and cost-efficient operation. Strategy : Utilize industry reports and benchmarking studies to gauge your performance against peers.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Hodusoft

JULY 3, 2023

Post-call work time = the time an agent spent on post-call work after the ending of the call (for example researching, documenting, etc.) What’s the “standard” AHT for a call center? AHT not only varies from industry to industry but also from one organization to another as well as from process to process.

Average Handle Time 52

Average Handle Time Abandon rate Call Center Interactive Voice Response 52