Playvox

JUNE 22, 2023

In uncertain economic times, they become even more critical to help navigate business health and growth. Call center leaders are under increased pressure to improve operational and agent efficiencies and look for cost-cutting opportunities while delivering outstanding customer experience (CX) — a tricky balancing act for sure.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

Comm100

SEPTEMBER 7, 2017

eBook] The Guide to Becoming a Top Performing Live Chat Agent. Average handle time is of great significance to customer satisfaction. Even if your candidate has prior experience in a call center, they may never have attended to customers over live chat before. I am willing and eager to learn, though.”.

Sports 165

Sports Average Handle Time Call Center Customer Service 165

BlueOcean

OCTOBER 6, 2020

Let’s face it: Contact center metrics that measure customer service as if it’s some kind of race (think Average Handle Time) are frankly table stakes. Grab a copy of our eBook, “Is a Strategic Partnership Even Possible?” What Service Level Metrics Are Most Relevant to Your Business Now?

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

Playvox

JANUARY 11, 2024

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). But getting to this nirvana is no picnic.

Call Center 52

Call Center Contact Center Management Omni-Channel 52

Stella Connect

JANUARY 19, 2018

Consistently great front-line performance is the goal of every call center training program. In many cases, call center training is delivered with the same frequency across the board, or it’s weighted toward agents who need the most help. This remains a common practice in many call centers today.

Call Center 41

Call Center Training How To Average Handle Time 41

Comm100

NOVEMBER 8, 2017

Unlike with typical call center support, live chat agents are expected to be able to handle multiple customers’ problems at once. This is because live chat is not as demanding of attention as a phone conversation (which is part of why customers prefer it), so agents can juggle several chats at a time.

Customer Service 150

Customer Service Tips Average Handle Time Communication 150

Clarabridge

SEPTEMBER 21, 2017

The primary focus for inbound contact centres is often the service level achieved, perhaps followed by Average Handle Time, Adherence or other measures of productivity and performance. The focus on the new upcoming ebook and workshop is IMPLEMENTATION. NONE of these metrics instils a ‘customer experience’ mind-set.

eBook 45

eBook Touchpoint Average Handle Time Insurance 45

Playvox

JULY 14, 2023

Here’s the blueprint for achieving greater agent productivity in your call center. Contact Center Agent Productivity Defined Call center agent productivity is based on the efficiency and effectiveness with which your agents handle customer interactions, such as incoming calls, emails, chats, and social interactions.

Contact Center 74

Contact Center Measurement Call Center Abandon Rate 74