At home agents, Average Handle Time and Morale

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At home agents

Average Handle Time

Morale

Ten Dumb Things Smart Contact Center Executives Do

Taylor Reach Group

NOVEMBER 30, 2018

After all why would we want home agents, speech recognition, higher quality or better staff morale and management? I just don’t understand that while our incentive to reduce average handle time was so successful our call volume increased substantially. I hope you can sense my sarcasm here.

Contact Center

Contact Center Average Handle Time At home agents First call resolution

How to Manage a Remote Call Center Effectively

Outsource Consultants

JANUARY 13, 2025

This allows agents to seek quick clarifications or support, similar to walking up to a colleague’s desk in a physical office. Focus on key indicators such as Average Handle Time (AHT), Customer Satisfaction Score (CSAT), and First Call Resolution (FCR). Celebrate wins, both big and small.

Call Center

Call Center Management Gamification call center software

Customer Contact Central

Ten Dumb Things Smart Contact Center Executives Do

How to Manage a Remote Call Center Effectively

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