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. What metrics should call centers and BPOs focus on?

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

Tethr

JULY 22, 2020

When it comes to call center leaders and their teams, is quality weaved throughout the relationship? Quality in a service or product isn’t what you put into it, but what a customer gets out of it. Exceptional call center leaders use a coaching philosophy to manage their teams.

Coaching 77

Coaching Call Center At home agents Best practices 77

Callminer

JULY 23, 2019

Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. The right encouragement, or even criticism, could dramatically alter agent performance, both for on-site employees and at-home agents. Letting agents self-evaluate.

Best practices 140

Best practices Feedback Call Center Coaching 140

Taylor Reach Group

JUNE 20, 2017

Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. This discussion examines chat in the Contact Center, highlights the many advantages of Live Chat, presents some caveats and looks to the future of this technology in the Call Center and Contact Center.

Contact Center 62

Contact Center Consulting Consulting Healthcare 62