At home agents, Customer effort and First call resolution

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At home agents

Customer effort

First call resolution

Call Center Metrics and KPIs to Measure Performance and Productivity

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 key metrics should call centers measure for voice, chat, email, and SMS?

Call Center

Call Center Metrics At home agents Average Handle Time

Call Center Agent Feedback: Tips & Best Practices for Providing Effective Agent Feedback

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. Make sure to listen to calls.

Best practices

Best practices Feedback Call Center Coaching

Customer Contact Central

Call Center Metrics and KPIs to Measure Performance and Productivity

Call Center Agent Feedback: Tips & Best Practices for Providing Effective Agent Feedback

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