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

Callminer

JULY 23, 2019

The right encouragement, or even criticism, could dramatically alter agent performance, both for on-site employees and at-home agents. Lack of Confidence: Some managers are great at meeting metrics and making schedules. With a global team of 1,000 agents who handle more than 5.5 Make sure to listen to calls.

Best practices 140

Best practices Feedback Call Center Coaching 140

Taylor Reach Group

JUNE 20, 2017

There’s additional training but this is minimal compared to the savings from agents being able to handle multiple queues, and being able to manage everybody’s efficiency as a whole vs. two separate groups with two separate efficiency metrics. Endless Agent Options. Wait-Time on the Phone Vs. Chat.

Contact Center 62

Contact Center Consulting Consulting Healthcare 62