CSM Magazine
OCTOBER 30, 2019
What if this could happen in real-time and go one step further to tell the customer service representatives (CSRs) and managers whether a customer interaction is going well or suggest how to improve it in the experience?
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.
CSM Magazine
JUNE 12, 2017
Rather than reducing staff or altering workloads, call centers should first look for a much more straight-forward approach to decrease operational expenses, such as reducing average handling time (AHT). AHT is the sum of talk time, hold time and call wrap-up time divided by the total number of calls.
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