Remove Average Handle Time Remove Employee engagement Remove Technology
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Best Practices to Monitor Your Remote Call Center Agents

ShepHyken

COVID-19 has led us to believe that we need to rethink, amend, and strengthen our contact centers with robust technology to stay ahead of the pandemic. The supervisors can also closely monitor and analyze agents’ availability, average handling time, the number of calls handled, break durations, etc.

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Guest Blog: 4 Easy Ways to Achieve Difficult Customer Contact Goals

ShepHyken

Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology. This knowledge will, in turn, allow you to optimize backend tools and technologies. Alternatively, dissect average handle time for your agents’ phone conversations.

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Call center training time comes down with these 7 technologies

TechSee

While these non-technological training styles center offer a number of benefits, they can consume a considerable portion of a call center’s resources in terms of time and cost. Competition can be based on any activity tracked by the platform, such as resolved cases, average handle times, or timesheet submissions.

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NEW Ways to Supercharge Contact Center FCR and AHT Performance

CX Global Media

Common KPIs like First Contact Resolution (FCR) and Average Handle Time (AHT) might be common KPIs but they ways they are being improved upon are very dynamic. How Coca-Cola® Adds Life to Contact Center Employee Engagement. I’ve been amazed at some of the new ways to drive agent performance in contact centers.

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20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

Callminer

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Employee engagement. Brian Dooley @Brian_Dooley.

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Call Center Optimization: 5 Methods to Improve Your Operation

Fonolo

With the latest call center technologies, identifying and measuring Key Performance Indicators (KPIs) is a breeze. Evaluate metrics like first-call resolution , customer satisfaction score, abandonment rate, and average handle time to measure performance, and compare them to your competitors. Conclusion.

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The Role of Training in Preparing Call Center Teams for Success

TeleDirect

New Hire Training This onboarding phase introduces agents to company culture, processes, technologies, and customer service standards. Company orientation Product/service overviews Basic call handling skills Compliance and privacy regulations (e.g., HIPAA, PCI-DSS) 2.