TeleDirect

MARCH 13, 2025

Why Training is Essential for Call Center Agents 1. Improves Customer Satisfaction Well-trained agents handle calls more effectively, leading to higher satisfaction rates. Reduces call transfers and improves first-call resolution (FCR). Creates a more personalized customer experience.

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62

Mindtouch

MARCH 16, 2018

There are a lot of reasons a customer support agent might be unhappy. Regardless of the reason, an unhappy group of support agents can make for unhappy customers and seriously impact customer experience KPIs. Wherever you find agent burnout, dissatisfied customers are not far away.

Agent burnout 59

Agent burnout Customer Support Self service First call resolution 59

ROI CX Solutions

DECEMBER 16, 2024

Without proper planning, the increased business during the holidays can lead to longer wait times, higher agent burnout, and missed opportunities to deliver outstanding holiday-time customer service. Key takeaways Plan ahead: The holidays are a busy time for customer support teams.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time outsourcing 52

Balto

JANUARY 21, 2025

Agent scoring dashboard on performance focused metrics Understanding Call Center Metrics How to Choose the Right Agent Performance Metrics for Your Contact Center Choosing the right contact center metric comes down to relevance, actionability, and measurability. Balto reporting dashboard for managers viewing agent metrics 1.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Balto

JANUARY 2, 2025

Agent scoring dashboard on performance focused metrics Understanding Call Center Metrics How to Choose the Right Metrics for Your Contact Center Choosing the right contact center metric comes down to relevance, actionability, and measurability. Shorter queues translate to happier customers and fewer repeat calls.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Balto

DECEMBER 14, 2022

Call Center Productivity Metrics. Now, let’s check out some of the most relevant call center metrics and Key Performance Indicators (KPIs) for measuring productivity: First Call Resolution (FCR). First Call Resolution (FCR) is a customer satisfaction metric that can also be used to measure agent productivity.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

Mindtouch

MARCH 28, 2018

Despite new trends like automated support and chatbots , the human element remains a cornerstone of customer support. Many customers still want to talk to a human being. And when those customers do inevitably call in to the contact center, it’s important that they’re met by a prompt, knowledgeable, and efficient agent.

First call resolution 48

First call resolution Contact Center Chatbots Call Center 48