CCNG

OCTOBER 26, 2024

Poorly managed contact center QA programs can lead to costly inefficiencies. Additionally, the lack of clear performance standards makes managing and motivating agents challenging, further impacting productivity and profitability.

Contact Center 195

Contact Center CCNG Calibration Average Handle Time 195

CCNG

NOVEMBER 2, 2022

Many Contact Centers use metrics of averages to base decisions, i.e.: Average handle time (AHT) Average cost-per-contact (ACC) Customer Satisfaction (CSAT) Averages have their place in management decision-making, but they cannot be overly relied upon. What if you have a brand new technology platform?

Management 195

Management Average Handle Time CCNG Contact Center 195

CCNG

JANUARY 13, 2021

At the recent CCNG Fireside Live Chat held in December I had the opportunity to provide my reflection on 2020 and what I predict will happen in 2021 alongside two other industry colleagues, Poly and Avtex. The true test of a leader is to manage during difficult times.

CCNG 195

CCNG Average Handle Time Finance Employee engagement 195

CCNG

SEPTEMBER 27, 2023

It seems logical that the average time could be reduced if customer-facing agents could find the answer at conversational speed without having to scroll through articles, frantically trying to find the right information.With a reduced average handle time, the contact center would be able to handle these calls with a lower headcount.

Management 195

Management Average Handle Time Self service CCNG 195

CCNG

MARCH 1, 2023

Too much focus on average handle time or average speed of answer will often produce unintended consequences that create negative customer experiences and put undue stress on the agent. Max Ball is a long time CCNG advocate and past member, currently a Principal Industry Analyst with Forrester.

Customer Service 195

Customer Service CCNG Average Handle Time Contact Center 195

CCNG

MAY 30, 2024

Workforce management (WFM) can feel like a whirlwind of constant change. From trying to keep up with HR on training, to supporting operations with retention needs, and more, there’s often little time left to talk to IT about the features you need in your next WFM platform. And that’s if you even know where to start!

Abandon rate 195

Abandon rate CCNG Average Handle Time Contact Center 195

CCNG

MARCH 30, 2022

Over the last couple of years, I have noticed the word “cadence” come up frequently within the work-at-home leadership vocabulary as part of how to manage front-line agents. However, using the word “cadence” as a management tool to lead people in the work-at-home space puts a manager’s skills and ability to achieve top performance into a box.

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195