At home agents, First call resolution and Morale

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At home agents

First call resolution

Morale

Ten Dumb Things Smart Contact Center Executives Do

Taylor Reach Group

NOVEMBER 30, 2018

Not staying current on new technologies impacting Call and Contact Center operations. After all why would we want home agents, speech recognition, higher quality or better staff morale and management? I hope you can sense my sarcasm here. Not sharing new technologies and their capabilities with senior management.

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

Focus on key indicators such as Average Handle Time (AHT), Customer Satisfaction Score (CSAT), and First Call Resolution (FCR). Modern call center software provides real-time dashboards, allowing managers to identify and address performance issues promptly. 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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