Average Handle Time Customer Service Employee engagement Time management 
Fonolo
MARCH 17, 2022
After all, they are not the ones who have to navigate call center software, ensure customer satisfaction, and take all the phone calls. But strong call center management is essential in managing call center operations, quality monitoring, and employee engagement — among a long list of tasks that ensure the center meets its day-to-day goals.
Fonolo
MARCH 4, 2020
“How does ADP do customer service so well?”. Amar Sidhu leans in and chuckles, “That’s easy — we’re customer-obsessed.”. Sidhu, the Senior Vice President of Service Delivery at ADP Canada — and leader of over 1000 associates on a day-to-day basis — knows what he’s talking about. This is their story.
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Expivia
MARCH 11, 2021
Average Handle Time. The handle time starts when the call hits the queue and ends when the agent wraps up the memo. Knowing your call center’s average handle time is crucial to running an effective contact center. And time is money, especially in a call center.
Fonolo
FEBRUARY 20, 2020
“How does ADP do customer service so well?”. Amar Sidhu leans in and chuckles, “That’s easy — we’re customer-obsessed.”. Sidhu, the Senior Vice President of Service Delivery at ADP Canada — and leader of over 1000 associates on a day-to-day basis — knows what he’s talking about. This is their story.
NobelBiz
APRIL 18, 2023
The Need for Hyper Efficiency in Call Centers As a call center operations manager, you need to stay on top of the latest trends in hyper efficiency to ensure that your organization is successful. Hyper efficiency is a term used to describe the streamlining of processes to increase productivity, reduce costs, and improve customer service.
Fonolo
MARCH 8, 2022
Behind hold times and high call volumes, management must ensure every agent is trained, every shift is covered, and every customer is satisfied. Call centers that provide exceptional customer service usually have many people working behind the scenes to ensure operational efficiency. Intraday Management?
Serenova
AUGUST 25, 2020
And in today’s current health crisis, which performance management strategies can adapt to a work from home model now that supervisors and agents are geographically dispersed? This article provides a roadmap for how call centers can leverage workforce management solutions to optimize customer experience and employee engagement.
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