CCNG

JANUARY 4, 2023

Agents who are unsupported by “the cubicle next door” and by their knowledge systems are clearly going to provide lower-quality and slower service – and will suffer in terms of morale themselves. Think of carpenters with well-ordered workshops, who know exactly where to find the tools needed to complete their tasks.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

TechSee

AUGUST 26, 2024

Similarly, call center agents are measured on their average handle times. These two metrics are closely related, as longer handle times will naturally result in longer wait times for customers. This can result in multiple follow-up calls and longer average handle times, exacerbating customer frustration.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

The Northridge Group

JULY 20, 2023

Preferred Employee Experience: What Associates Want For employees, returning to fully in-office work reduces their experience by adding transportation time and costs, childcare expenses, and additional health expenses.

Contact Center 128

Contact Center Abandon rate contact center associations Average Handle Time 128

NobelBiz

SEPTEMBER 3, 2024

Through ongoing training sessions, workshops, and access to learning resources, agents can be prepared for the set of skills that will make them productive and confident in their work. Low Employee Morale Employee morale directly goes hand in hand with productivity.

Call Center 98

Call Center Morale First call resolution Abandon Call 98

NobelBiz

AUGUST 28, 2023

High turnover not only affects the contact center performance but also dampens team morale. Check out our free, on-demand Contact Center Gamification Workshop. Agent Attrition Woes Agent attrition – the phantom haunting every contact center. The struggle to retain skilled agents is real. Tired of agent turnover and engagement woes?

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

Playvox

MARCH 27, 2023

This could include a combination of classroom training, on-the-job training, learning courses , and workshops. Additionally, it can create a fun and exciting work environment that helps to reduce stress and boost morale. Training programs should be designed to meet the specific needs of the contact center and its agents.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

TLC Associates

JUNE 20, 2019

Even an overemphasis on average handle time can skew these numbers. Average Handle Time – If your handle times were low, know that this KPI is not necessarily a reflection of your agents’ capabilities. Get to the bottom of the issues and rectify them for this season.

Customer Service 40

Customer Service Average Handle Time Abandon rate outsourcing 40