Fonolo

SEPTEMBER 21, 2023

TIP: Common KPIs for contact center agents can include average handle time (AHT), first call resolution (FCR), and customer satisfaction score (CSat). Surveying your agents and gaining qualitative feedback can help you identify gaps in your operational processes, especially when compared with quantitative data.

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

Monet Software

JUNE 10, 2021

Look for individuals who pair low average handle times with great first call resolution metrics and stellar post-call survey results. Workforce management software includes tons of cool technology, but scheduling is as much art as it is science. Download it now to become a true scheduling boss.

contact center workforce 122

contact center workforce Average Handle Time Schedule adherence Inbound sales 122

Fonolo

DECEMBER 9, 2021

FACT: According to research from Statista , the majority of employees surveyed believed learning and development is important to career success (76% of Gen Z’s, 61% of Millennials, and 56% of Gen X’s). To ensure agents know when their reviews are, schedule them in batches and on the same cadence. First call resolution (FCR).

Contact Center 81

Contact Center Schedule adherence Abandon rate Average Handle Time 81

BlueOcean

MARCH 24, 2022

With everything shifting so quickly, many customers were more tolerant of longer wait times and challenges in achieving first call resolution. Today, a typical consumer wants customer service that is defined by easy access to a fast and effective resolution. Emerging Technologies. But that’s shifting—and fast.

B2C 62

B2C Customer Care Schedule adherence outsourcing 62

OctopusTech

MARCH 1, 2023

Inbound call centers play a crucial role in delivering these revenue-generating experiences, so everything from the standard greeting to agent training to the establishment of KPIs needs to be designed with the customer in mind. Automate where possible Modern technology has created a unique opportunity for automation in inbound call centers.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Hodusoft

DECEMBER 28, 2022

Call center management backed by cutting-edge call center technologies helps managers oversee their teams and be on top of things. By implementing call center management, organizations can accurately measure, monitor, and optimize their performance.

Best practices 52

Best practices Call Center Metrics call center software 52

Dialer 360

SEPTEMBER 14, 2022

Call center optimization: what is it? Call center optimization is a customer experience strategy that utilizes modern digital channels and innovative technologies to improve the customer experience by enhancing employee engagement. 5 methods to improve call center performance. Schedule Adherence.

Call Center 26

Call Center Interactive Voice Response Schedule adherence First call resolution 26