TechSee

MAY 4, 2021

Physical contact centers were shut down, with agents hastily transitioned to a work from home (WFH) model and field service crews immobilized, yet calls from customers for assistance skyrocketed. Another survey corroborated these findings, with just under half (45%) of U.S. Agent Burnout. WFH employees in the U.S

Customer Service 182

Customer Service Contact Center Agent burnout Call Center 182

Balto

JANUARY 21, 2025

Typically gathered through an after-call survey, CSAT reflects whether your call center agents delivered on customer expectations. Streamlining after-call work or improving agent training can reduce AHT and boost satisfaction. How to Analyze Correlations: Use analytics tools to map trends and pinpoint root causes.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Balto

JANUARY 2, 2025

Typically gathered through an after-call survey, CSAT reflects whether your call center agents delivered on customer expectations. Why CSAT Matters: CSAT highlights the quality of call center operations and agent performance from the customers perspective.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Balto

JANUARY 14, 2025

Survey Results : Quantify customer satisfaction, often linked to net promoter scores (NPS). Data Overload: Managing the Deluge of Information Modern call centers generate enormous amounts of data every day, including voice recordings, chat transcripts, and customer feedback surveys, making data management a critical task.

Call Center 52

Call Center Analytics Average Handle Time Big data 52

Balto

JANUARY 18, 2025

So, lets break down what it really means to manage a call center in 2025 and beyond because this isnt just about answering phones anymore. Many call center managers start out as agents themselves. In 2025, your contact center is your brand. Managing shifts to prevent agent burnout. What is Call Center Management?

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

So, lets break down what it really means to manage a call center in 2025 and beyond because this isnt just about answering phones anymore. Many call center managers start out as agents themselves. In 2025, your contact center is your brand. Managing shifts to prevent agent burnout. What is Call Center Management?

Best practices 52

Best practices Call Center Metrics Management 52

Calabrio

MARCH 7, 2025

Workforce Management Contact Center Forecasting Guide: Methods, Tips, and Tools for 2025 Share If operational efficiency and peak performance are your top goals, then implementing a sound contact center forecasting process might be the single most important thing your organization can do.

Contact Center 52

Contact Center industry standards Call Center Average Handle Time 52