Remove Average Handle Time Remove Contact center software Remove Surveys
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How to Improve Contact Center Agent Performance

Fonolo

You may be tempted to track and measure every aspect of your contact center’s performance — instead, pick 5-7 KPIs to focus on so you can focus your efforts where it counts! Average Handle Time (AHT). But be warned: the problem with average handle time is that it measures agency efficiency but not effectiveness.

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Replacing Customer Service Surveys with Sentiment Analysis

Balto

“Do you enjoy filling out customer service surveys?” ” Then why do we pester our customers with surveys? You can eliminate post-transaction surveys with a new sentiment analysis technique called the sentiment arc. Sentiment analysis has been used for quite some time.

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Getting to the Source of Quality Customer Experience: How to Implement Consistent Customer Service Training to Build your Dream Team in your Contact Center

SharpenCX

Read Now: Take the Time to know your Agents’ Hopes and Dreams and Retain Talent for Long-term Success. Agent Scorecards and employee engagement surveys are great tools to lead discussions with your agents on a regular basis. Her Average Handle Time went through the roof and she got a nasty customer review.

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The Hidden Costs of Manual HMO Call Centers: Why Omnichannel is the Future

Hodusoft

As agents in HMOs, contact centers answer patient queries, schedule appointments, provide medical advice, and refer patients to the appropriate medical services; they need sophisticated contact center software solutions to streamline the processes and provide high-quality customer service and customer experience.

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Call Center Software: How to Choose the Best Software (Tips & Best Practices)

Callminer

If most of your agents are complaining about the same issues, listen to them, because they are the people who will be spending most of the time with the software.” – Sandie Simms, 12 Questions to Ask When Choosing Contact Centre Software , West UC; Twitter: @West_UC. Know the latest call center trends.

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The Ultimate Guide to Call Center Agent Performance

Fonolo

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.

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50% of Call Centers Cite Jump in Digital Channels During Pandemic

NobelBiz

Data keeps beaming in in confirmation of a fact: the digital contact center is here. Voice is changing – average handle time is going up and calls are becoming more complex. The remote call center was forced to fruition by the COVID-19 Pandemic and maybe we should all be grateful for it. The result?