Balto

JANUARY 18, 2025

Ensuring compliance with scripts and regulatory guidelines. Workforce Managers The Unsung Heroes Scheduling might not seem glamorous, but a well-managed schedule is the difference between overworked agents and a balanced, efficient team. Workforce managers ensure the right people are available at the right time.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

Ensuring compliance with scripts and regulatory guidelines. Workforce Managers The Unsung Heroes Scheduling might not seem glamorous, but a well-managed schedule is the difference between overworked agents and a balanced, efficient team. Workforce managers ensure the right people are available at the right time.

Best practices 52

Best practices Call Center Metrics Management 52

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

JustCall

APRIL 3, 2024

Without implementing flexible scheduling options, such as alternate shifts or remote work arrangements, you cannot ensure that all time zones are covered while preventing agent burnout. This optimized staffing is essential in dealing with high call volumes. Start the 14-day free trial to experience the JustCall magic today!

Sales 52

Sales Interactive Voice Response Abandon rate Agent burnout 52

Balto

JANUARY 14, 2025

It provides actionable insights into key performance indicators (KPIs) such as average handle time (AHT), first call resolution (FCR), and customer satisfaction scores, which evaluate the effectiveness of call center operations and customer experience. Can call center analytics identify training opportunities for agents?

Call Center 52

Call Center Analytics Average Handle Time Big data 52

NobelBiz

MARCH 6, 2023

This ensures that customers are connected to the right agent. And that their issues are resolved in an efficient and timely manner. Track call center metrics, such as average handling time, first-call resolution rate, and customer satisfaction scores.

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52