Average Handle Time, Call Center Solutions, Contact Center and Virtual Call Center

Best Practices to Monitor Your Remote Call Center Agents

ShepHyken

JANUARY 22, 2021

Sh e shares best practices supervisors can use for monitoring call center agents in a work-from-home scenario. COVID-19 has led us to believe that we need to rethink, amend, and strengthen our contact centers with robust technology to stay ahead of the pandemic. Real-time Remote Monitoring. Here’s how!

Call Center

Call Center Virtual Call Center Contact Center Average Handle Time

How to evaluate a call center agent’s performance?

ViiBE Blog

APRIL 28, 2021

Call centers and contact centers have industry-specific KPIs to measure agent performance. These KPIs illustrate how one agent’s productivity affects overall call center performance indicators such as call volume, wait times, and response time. How to improve call center KPIs?

Call Center

Call Center First Call Resolution Average Handle Time Virtual Call Center

Customer Experience Update

Best Practices to Monitor Your Remote Call Center Agents

How to evaluate a call center agent’s performance?

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