Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Ben M Roberts is the Head of Marketing for a SaaS startup called Talkative.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Pipkins

NOVEMBER 17, 2016

Inaccurate forecasts can result in overstaffing or understaffing, driving up costs, negatively impacting team morale, lowering productivity, and in the case of sales operations, such as ecommerce/catalog retailers, restricting potential sales revenue. Holiday staffing can be challenging at best in the contact center industry.

Contact Center 40

Contact Center Morale Service level SaaS 40

Kayako

MARCH 9, 2017

Senior Technical Advocate, Kushal Sharma, has given webinars on Service Level Agreements (SLAs), which are a useful tool for achieving good customer service at Kayako. Blog writing has positively affected my work place morale and helped me to fulfill career aspirations. Sandeep Kaur, Customer Support Advocate.

Customer Service 71

Customer Service Engineering Coaching Self service 71