Remove Employee engagement Remove Morale Remove Multichannel Remove Wait times
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How to Measure Contact Center Agent Productivity and Five Ways to Boost It

Playvox

In times where doing more with less is critical, the first place a business should look to save costs is with their people and their processes. A more productive contact center will have shorter wait times and higher First Contact Resolution rates, usually leading to increased customer satisfaction. What is the occupancy rate?

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10 Effective Ways to Reduce Costs in Your BPO Contact Center

Hodusoft

This will help in efficient allocation and utilization of resources including the agents, preventing understaffing during peak call times and overstaffing during quieter periods. Real-Time Monitoring : With the help of real-time monitoring tools, customer wait times can be minimized greatly.

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20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

Callminer

In an omnichannel/multichannel environment, many organizations struggle with consistency across channels, so leveraging FCR across channels provides a great metric to ensure that customers are getting real resolutions, regardless of channel. But if there is a single sore point: it’s the often-ridiculous wait times.