CCNG

JULY 27, 2022

There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents, staffing shortages, and persistent supply chain issues straining customers’ patience. Are there unique metrics for work-at-home vs. in-center? It's a derivative of AHT.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

Callminer

OCTOBER 22, 2019

Outbound would be a sales and marketing solution to help your business grow. This could be incoming sales enquiries, but usually pertains to customer service and support issues. Virtual, or utilizing “at-home” agents. Inbound Sales. There are three primary options when partnering with an external provider: .

Best practices 203

Best practices Call Center outsourcing Contact Center 203

Taylor Reach Group

JUNE 20, 2017

For example – an abandoned shopping cart is a great opportunity to offer chat resolve a question or concern and to move the person closer to close. Chat could be used to reduce abandonment rates and increase conversion rates. For instance, I recently used live chat on a sales call with Apple.

Contact Center 62

Contact Center Consulting Consulting Healthcare 62