Remove At home agents Remove Service level Remove Wait times
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Call Center Metrics and KPIs to Measure Performance and Productivity

CCNG

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?

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10 Tips for Handling the Holiday Returns Rush in Your Call Center

Talkdesk

Ask agents from other departments to field frontline calls. Just adding a few agents to your frontline staff can significantly improve service level, reduce caller abandonment and give your frontline agents the little extra support they need during the holiday returns season. Leverage at-home agents.

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PINDROP PULSE FLASH REPORT: Five Insights of COVID-19 in the Contact Center

pindrop

The global pandemic hit this critical function, and many were left scrambling to keep their operations running, customer service levels up, and their customer data safe. Agents and analysts faced productivity issues as environmental changes and technology constraints took their toll.