Outsource Consultants

MARCH 29, 2021

It’s important that your call center can understand and articulate the methodology behind your KPIs and why they matter. 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.

Management 76

Management Calibration Call Center Average Handle Time 76

Fonolo

FEBRUARY 14, 2019

This behavior is destructive and negatively impacts important KPIs like first call resolution (a KPI directly related to customer satisfaction). It’s important to monitor agents who see an increase in calls to management, missed upselling opportunities, and customer complaints, as these agents may be exhibiting signs of burnout.

Agent burnout 80

Agent burnout Call Center Gamification Contact Center 80

Talkdesk

OCTOBER 20, 2016

Follow these tips we’ve gathered on how to achieve this goal and build a positive call center culture: Add Healthy Competition. Games are a great way to boost morale and incite fun competition among agents. They can also do double duty for you by training your call center staff. Do you want to upsell more customers?

Call Center 40

Call Center call center software Morale First call resolution 40