Balto

JANUARY 18, 2025

Hire for Grit and Empathy (Not Just Experience) Technical skills can be taught, but resilience and empathy are harder to instill. When hiring agents, prioritize emotional intelligence, active listening, and problem-solving over previous call center experience. How can a small call center improve its operations?

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

Hire for Grit and Empathy (Not Just Experience) Technical skills can be taught, but resilience and empathy are harder to instill. When hiring agents, prioritize emotional intelligence, active listening, and problem-solving over previous call center experience. How can a small call center improve its operations?

Best practices 52

Best practices Call Center Metrics Management 52

Fonolo

FEBRUARY 7, 2013

Leaving your callers waiting on hold for any more than a couple of minutes is going to have an impact on several other metrics you should be watching closely, ultimately including customer churn and revenue. Popular related content: 4 Metrics Your Call Center Needs to Track in 2020. ” Problem solved.

Call Center 62

Call Center Interactive Voice Response Abandon rate Wait times 62