TeleDirect

MARCH 13, 2025

Increases Agent Confidence and Efficiency Training ensures agents are well-equipped to handle various customer scenarios. Reduces response times and improves problem-solving abilities. Enhances Call Center Performance Improves key metrics such as average handle time (AHT) and customer satisfaction scores (CSAT).

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62

ROI CX Solutions

DECEMBER 16, 2024

While this season is an exciting time to enjoy with loved ones, contact centers can quickly become overwhelmed this time of year by an influx of calls, stressed-out customers, and increased demands. Optimize FAQ pages and knowledge bases More often than not, most customers ask the same questions about your services.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time outsourcing 52

Calabrio

MARCH 25, 2025

To truly understand agent performance, its essential to recognize its direct impact on several key business outcomes: Enhanced Customer Satisfaction and Loyalty: Agents who excel in their roles create positive experiences, fostering customer satisfaction and long-term loyalty.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

Fonolo

JANUARY 31, 2022

When an agent can manage calls without transferring them to different departments, they’re demonstrating an in-depth understanding of the product or service they’re assisting customers with—a perfect indication of impressive agent productivity. Average Handle Time (AHT).

Call Center 87

Call Center Average Handle Time Agent burnout Contact Center 87

Nicereply

JULY 27, 2021

Over time, this allows you to maintain a healthy team by reducing the chances of agent burnout and keeping your budget at levels that executives love to see. That means that your agent’s working capacity is 125 hours in a work month. Measuring this helps to avoid burnout.

Customer Service 98

Customer Service Agent burnout Average Handle Time Education 98

Balto

JANUARY 21, 2025

Agent-focused metrics, like average handle time, after-call work, and agent turnover, help gauge efficiency and agent performance. Why CSAT Matters: CSAT highlights the quality of call center operations and agent performance from the customers perspective. Balancing both types of metrics is critical.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Balto

JANUARY 2, 2025

Agent-focused metrics, like average handle time, after-call work, and agent turnover, help gauge efficiency and agent performance. Why CSAT Matters: CSAT highlights the quality of call center operations and agent performance from the customers perspective. Balancing both types of metrics is critical.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52