NobelBiz
JANUARY 16, 2024
Are you struggling to boost customer satisfaction, enhance agent efficiency, or increase lead generation in your contact center? So, as a call center owner, manager or supervisors how do you tackle these difficult challenges and improving the overall performance within your contact center?
NICE inContact
JUNE 5, 2019
In the contact center, we might tell an agent “your average handle time is too high.” However, the agent may not understand why average handle time is important and how it impacts both the customer experience and operational efficiency. This is where an effective coach comes in.
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Playvox
AUGUST 25, 2022
A workforce management professional can have all the “rights” in place – the right people at the right place at the right time with the right forecast and the right schedule – but we cannot account for all aspects of human behavior. In order to demonstrate the impact, I’ve pulled in a few “Power of One” exercises from this article.
NobelBiz
JANUARY 17, 2022
Call Center agents’ main goal is to handle as many calls as possible effectively and without wasting time. However, it is obvious that insufficient training, incompatible interfaces and other factors might result in an increase of Average Handling Time. Everything is explained in this article.
Pretium Solutions
MAY 15, 2012
As customer experience and customer service increasingly become a strategic priority for companies looking to differentiate themselves, call center leaders are under more pressure than ever to ramp up their call center performance. A smoothly functioning call center operation is a lot like a completed puzzle.
Pretium Solutions
MAY 15, 2012
As customer experience and customer service increasingly become a strategic priority for companies looking to differentiate themselves, call center leaders are under more pressure than ever to improve call center performance. One critical piece of the call center puzzle is front-line agent training.
Pretium Solutions
MAY 15, 2012
As customer experience and customer service increasingly become a strategic priority for companies looking to differentiate themselves, call center leaders are under more pressure than ever to improve call center performance. One critical piece of the call center puzzle is front-line agent training.
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