Calabrio

APRIL 11, 2025

Examples of SMART training goals could include: “Improve FCR for Tier 1 agents by 10% within 3 months of completing the advanced troubleshooting module.” ” “Reduce onboarding time for new call center representatives by 1 week while maintaining quality scores above 90%.” switching from chat to call).

Contact Center 130

Contact Center Training Call Center Average Handle Time 130

NobelBiz

MAY 9, 2023

In a regular set-up, where agents manually select, dial, and wait for the call to connect is estimated that a total of 36 hours is being wasted each month – per rep. It’s easy to see how an automated tool to select prospects, dial, and route the call can optimize the outbound process. If you have 15 agents, that is a total of 11.25

Call Center 98

Call Center Software Contact Center Software Contact Center 98

NobelBiz

APRIL 18, 2022

For example, he was promised a replacement product or service within 24 hours. Use Gamification to assess individual performances One of the most prominent applications of gamification in contact centers is to assess the quality of agents work. How to drive efficiency in a call center through technology?

Call Center 52

Call Center Contact Center How To Gamification 52