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. Create a High Trust Environment. Here’s how!

Call Center 89

Call Center Virtual Call Center Contact Center Average Handle Time 89

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 do you measure the performance of an agent?

Call Center 98

Call Center First Call Resolution Average Handle Time Virtual Call Center 98

ViiBE Blog

APRIL 26, 2021

Customer satisfaction should be the number one goal of your contact center. These days, customer support has moved beyond mere call centers to omnichannel contact centers. In addition to phone lines, contact centers add options like live chat and video chat. Increase the lines of communication.

Tips 52

Tips Knowledge Base Virtual Call Center Contact Center 52