Calabrio

MARCH 5, 2025

Get a crash course in how AI-powered call quality monitoring can streamline quality managementand help you elevate the customer experience to new heights. A survey by HubSpot reports that 63% of companies are spending more time prioritizing CX. Want to see how its done? What is call quality monitoring?

Best practices 52

Best practices Coaching Scripts Contact Center 52

Playvox

JUNE 10, 2022

Coaching your contact center agents on their performance can either fill everyone with dread or be a productive activity that you and your agents look forward to. Either way, it needs to be done, and arming yourself with a full set of coaching tips for contact center agents will ensure the sessions are productive.

Coaching 69

Coaching Contact Center Average Handle Time Best practices 69

Momentum Telecom

FEBRUARY 5, 2025

Accept that you will need to move past basic call metrics Some organizations track basic metrics like total calls or average handle time. How real-time call metrics transform decision-making A successful decision-making process needs actionable data. Of course, not all data is created equally.

Analytics 52

Analytics Abandon Call Abandon rate Call Logging 52

Fonolo

DECEMBER 6, 2022

This might look like taking an online course and learning to adapt your leadership style , researching new business models and processes, and honing communication skills with different stakeholders. . If any of those items aren’t covered, it’s time to reassess and update your call center technology. Are your sales dropping?

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

Calabrio

MARCH 7, 2025

Workforce Engagement How to Combat Call Center Agent Attrition Share You know the signs: increased average handle time (AHT), increased irritation, productivity decline. Ineffective Coaching and Training: Insufficient training and development opportunities can hinder agent performance and job satisfaction.

Call Center 52

Call Center Benchmark Contact Center Gamification 52

DMG Consulting

MARCH 2, 2021

And since agents cannot take a break after a bad experience (because they typically have to wait until their scheduled time), it often carries over into their subsequent inquiries, which is not pleasant for the agent or their subsequent customers. .

Average Handle Time 93

Average Handle Time Contact Center Coaching Enterprise 93

Taylor Reach Group

MAY 18, 2018

So with ‘tongue planted firmly in cheek’, I present a customer translation for commonly used Call Center metrics; SL – Call Center operators know this as Service Level ; the percentage of calls that are answered within a defined period of time. Of course most centers strive to resolve the inquiry to the customer’s satisfaction.

Call Center 99

Call Center Metrics Interactive Voice Response Average Handle Time 99

SharpenCX

DECEMBER 2, 2020

How can we improve your training and coaching? Current state, agents surf through an average of 8+ screens per day and it drains their productivity. How to upskill your agents with frequent coaching and better metrics. Coach often and use tangible data to support your conversations. . But, it doesn’t have to be.

Call Center 128

Call Center Customer Service Contact Center Metrics 128

Fonolo

SEPTEMBER 21, 2023

TIP: Common KPIs for contact center agents can include average handle time (AHT), first call resolution (FCR), and customer satisfaction score (CSat). Establish Your KPI Tracking Methods If you don’t already have a system to track agent performance, it’s time to upgrade.

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

Fonolo

MAY 7, 2015

This means being present for your teams to provide support and advice, for coaching and development, and to essentially guide them to success. Coach and Teach, Don’t Preach. Understanding these will help you to reach them when coaching them later. Average Handle Time. First Call Resolution Rate.

Call Center 126

Call Center Management Contact Center Coaching 126

Customer Service Life

OCTOBER 28, 2023

This has the potential to change the course of what was otherwise a pleasant and productive customer interaction. They do so by only reviewing customer interactions during routine quality assurance evaluations based on a checklist rather than encouraging and coaching agents to make human-to-human connections.

Contact Center 108

Contact Center Average Handle Time Surveys Customer Support 108

Outsource Consultants

JANUARY 16, 2025

Actionable Feedback Loops: Provide timely, constructive feedback to agents. The most effective QA programs offer immediate insights, allowing for real-time improvements. Targeted Training and Development: Use QA findings to inform personalized coaching sessions and broader training initiatives.

Best practices 67

Best practices Contact Center First call resolution Average Handle Time 67

3CLogic

NOVEMBER 10, 2021

Go Beyond Metrics To Offer Individualized Coaching. Monitoring agent performance metrics — which includes service level, agent schedule adherence, call resolution, average handle time, and customer satisfaction — is critical for identifying opportunities to improve.

Contact Center 93

Contact Center Interactive Voice Response Schedule adherence Average Handle Time 93

Fonolo

SEPTEMBER 21, 2021

By regularly assessing performance, call center staff can stay relevant in their knowledge and plan a course of action for any performance shortcomings. Most often, abandonment is a symptom of long hold times. Average Handle Time (AHT). This shows the average amount of time each call takes.

Call Center 81

Call Center Abandon rate Management First call resolution 81

CSM Magazine

OCTOBER 10, 2023

Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. So, is Average Handle Time (AHT) still a relevant metric and what does it mean for contact centres today?

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

aircall

APRIL 21, 2017

Of course, it will be reworked and modified along the way, but it needs dedicated planning from the get-go. In order to set a course, you need to have a clear idea of the end goal of your campaign. Average handle time (length of all calls / total number of calls). Detail your outbound calls strategy.

Best practices 81

Best practices Scripts Outbound sales Coaching 81

Playvox

APRIL 5, 2022

Of course, getting to this point is a journey, and taking the first steps towards improvement can be intimidating. These include cost and efficiency metrics, such as first contact resolution (FCR) and average handle time (AHT). You’ll then enjoy a sustainable competitive advantage.

Contact Center 77

Contact Center Coaching Metrics Gamification 77

SharpenCX

NOVEMBER 5, 2019

Work on a program to coach and train them to act autonomously. Maybe you found average handle time for half your agents is 20% longer than their peers. That way if the metrics chart off course, your contact center platform notifies you. Look for patterns among those agents, from training to call type.

Call Center 98

Call Center Customer Experience Contact Center Metrics 98

Customer Relationship Metrics

JULY 26, 2017

The tolerance level of these traditional QA practices amongst contact center employees and customers has run its course. Think about the evaluation, the calibration, and the coaching. This equated to 170,000 scores given per month, with 4 completed per hour, taking 2,500 hours (not including the feedback time). This is humane.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

SharpenCX

AUGUST 11, 2020

Generally, companies will set an annual budget for each employee to spend on things like courses, conferences, certifications, etc. Maybe there’s a course you’ve taken in the past that proved really useful (or the opposite) in your career, let them know! Coach agents on an ongoing basis. Ongoing coaching. Business goals.

Customer Service 67

Customer Service Coaching Education Construction 67

Customer Service Life

JANUARY 7, 2021

Put yourself in the shoes of a contact center agent who’s required to keep their average handle time around six minutes but is also required to type out the same 10-step process thirty times per day. Can you blame them for saving that response so it’s an easy cut and paste? Problem #2 – Stale, outdated macros.

Contact Center 95

Contact Center Average Handle Time Scripts Banking 95

SharpenCX

OCTOBER 8, 2019

Then, eliminate specific pain points in their experience and coach for empowerment. Your agents don’t have the time (or, usually, access) to dig through dozens of cells seeking the metrics that matter to them. Tailor their coaching and in-line training to address issues specific to each agent. Quality Operations.

Coaching 59

Coaching Average Handle Time Customer Experience Metrics 59

Playvox

MARCH 27, 2023

This could include a combination of classroom training, on-the-job training, learning courses , and workshops. Additionally, agents can benefit from coaching and mentoring programs that provide ongoing feedback and guidance to help them improve their performance. We will delve deeper into both of these points later in this article.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

SharpenCX

FEBRUARY 11, 2020

It’s vital that you know where your team’s strengths and weaknesses lie, so you know how to coach to better performance. Use metrics to know where your agents need more coaching or training. Wasted idle time equates to an approximate loss of $11,252 per agent per year in unnecessary operational expenses.

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

Global Response

MAY 15, 2023

Providing Ongoing Training and Coaching Speaking of actionable feedback, providing ongoing training and coaching for agents is a key element of call center quality control. Timely: Provide real-time feedback and coaching. Actionable: Offer skills-based training and refresher courses.

Call Center 62

Call Center Scripts Coaching outsourcing 62

Tethr

JANUARY 30, 2020

Because managers can only score a few calls per rep, managers receive pushback on unfavorable reviews (“Of course they listened to the only call that didn’t go well!”), which means that reps can opt to commence an appeal process to update their score. Stop entertaining a broken system.

Call Center 80

Call Center Scripts Average Handle Time Entertainment 80

Pointillist

JANUARY 25, 2019

It’s no easy task, but the right mix of call center metrics and KPIs can help you stay the course. That adds up to 40+ days on hold for every person over the course of a lifetime. According to industry analyst firm CEB, customer satisfaction really suffers after high-effort or time-intensive interactions.

Call Center 75

Call Center Metrics Abandon rate Average Handle Time 75

Talkdesk

JUNE 21, 2019

Reducing average wait time and average handle time in your contact can yield huge customer satisfaction increases for your business. In this blog, we outline what call wrap up time is and actionable steps you can take to reduce it in your contact center.

Contact Center 50

Contact Center Average Handle Time First call resolution Contact center software 50

Taylor Reach Group

JANUARY 11, 2018

The CCO’s employ forecasts which are matched to the contractual KPI’s, most commonly, Service Level (the percentage of contacts answered within a specified time-period, which often varies by channel), Average Handle Time and Abandon rate. The logic and math are straightforward, tried and true, if not elegant.

Contact Center 60

Contact Center outsourcing Calibration Abandon rate 60

3CLogic

MARCH 25, 2022

The reality, of course, is far different. Real-time call monitoring that allows supervisors to intervene and identify key coaching opportunities. Measurably Reduces Average Handle Time. Of course, better agent performance impacts the customer experience as well.

Interactive Voice Response 52

Interactive Voice Response Technology Average Handle Time Contact Center 52

SharpenCX

OCTOBER 22, 2019

Then, your team can track how they’re doing in real-time and historically. Like First Call Resolution and Average Handle Time. Use dashboards to help team leads and managers drive coaching efforts and get a glimpse of performance across the whole contact center, too. Real-Time Support Dashboard.

Metrics 64

Metrics Call Center Abandon rate Customer Service 64

CrazyCall

NOVEMBER 27, 2018

Of course, this can be modified as your business grows or evolves but if you want to reap success with your outbound calls, you need to have a clear idea of what you’re trying to achieve. You don’t need to measure every aspect of the campaign, but rather, focus on the most meaningful ones, for instance: Average handle time.

Outbound sales 64

Outbound sales Scripts Average Handle Time Sales 64

Outsource Consultants

MARCH 9, 2018

Of course, every company is different, and you may have to customize your service levels. In addition, ensure the call center provides the agents with a robust CRM to assist them with all information they need throughout the course of a call to solve the customers question quickly. . 6) Average Handling Time.

outsourcing 52

outsourcing Call Center Calibration Average Handle Time 52

Customer Service Life

FEBRUARY 28, 2023

During the course of the demo, they show you all of the bells and whistles of the platform before eventually landing on the reporting capabilities. In this case, supporting metrics like average handle time and schedule adherence are managed to optimize the time spent with customers.

Contact Center 84

Contact Center Metrics Schedule adherence Average Handle Time 84

Global Response

MAY 1, 2023

As you consider shifts and agent hours, you’ll also want to ensure you factor in “non-call” work such as after-call processing, training and coaching, breaks, time off and other responsibilities that add to agents’ weekly or daily time. Do agents need more training? Are your forecasting models accurate?

Call Center 62

Call Center Management outsourcing Coaching 62

SharpenCX

OCTOBER 8, 2019

Then, eliminate specific pain points in their experience and coach for empowerment. Your agents don’t have the time (or, usually, access) to dig through dozens of cells seeking the metrics that matter to them. Tailor their coaching and in-line training to address issues specific to each agent. Quality Operations.

Coaching 52

Coaching Average Handle Time Customer Experience Metrics 52

SharpenCX

JULY 26, 2023

Tailor coaching to help them develop in-line training plans that address issues specific to each agent. When agents know how they’re tracking toward goals, they can shift mid-course to offer customers better outcomes. Get specific so managers change their coaching or training tactics to include smarter processes.

Call Center 67

Call Center Contact Center Contact center software Coaching 67