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. Are there unique metrics for work-at-home vs. in-center?

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

Outsource Consultants

JANUARY 13, 2025

This approach helps agents practice real-world scenarios and receive immediate feedback. A study by the Brandon Hall Group found that companies using video-based learning achieve 50% faster productivity gains compared to those that don’t. Live video sessions enhance training with role-playing exercises and Q&A opportunities.

Call Center 67

Call Center Management Gamification call center software 67

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. Does it really matter?

Best practices 140

Best practices Feedback Call Center Coaching 140