TechSee

JUNE 4, 2019

Contact center decision-makers understand that better tools are the key to improving agent performance and reducing call center training times. Competition can be based on any activity tracked by the platform, such as resolved cases, average handle times, or timesheet submissions. On-the-job learning.

Call Center 117

Call Center Training Technology Gamification 117

eGain Blogs

JUNE 1, 2021

Best-practice dashboards and reports to measure and assess knowledge gaps and contact center performance, including KPIs like FCR (First-Contact Resolution), ASA (Average Speed to Answer), AHT (Average Handle Time), etc. Integration. Advice for making a successful transition to a permanent WFH model.

Management 52

Management Contact Center Self Service Average Handle Time 52

eGain Blogs

JUNE 1, 2021

Best-practice dashboards and reports to measure and assess knowledge gaps and contact center performance, including KPIs like FCR (First-Contact Resolution), ASA (Average Speed to Answer), AHT (Average Handle Time), etc. Integration. Advice for making a successful transition to a permanent WFH model.

Contact Center 52

Contact Center Self Service Average Handle Time Analytics 52