Balto

JULY 12, 2022

As we continue our series into Key Performance Indicators (KPIs) for contact centers, we’re turning our attention to managers and supervisors. But what about our managers? These are the folks that keep our operations running smoothly: training and coaching our agents, and working to improve overall customer satisfaction.

Management 52

Management Coaching Contact Center Average Handle Time 52

NobelBiz

APRIL 18, 2023

The following formula is used to get the AHT (Average Handle Time): the duration of the exchange itself (AHT), the duration of the caller’s wait (MEA), and the duration of the file’s post-call processing (ACW). You can learn more about call center gamification in this workshop episode. Click here to tune in.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

JustCall

APRIL 4, 2023

’ It can include a wide range of topics such as product knowledge, sales techniques, effective communication, objection handling, customer service, and time management. This can help agents continue to improve their skills and performance and empower the call center to achieve its sales goals effortlessly. <H2>

Call Center 52

Call Center Sales Inbound sales Upselling 52

aircall

JANUARY 24, 2022

Call whispering – Allows an individual to listen in on calls and whisper a few words of advice without the caller hearing them. Call routing – Automatically route calls to the right person or department for first-call resolution. Time management skills. Software Integrations.

Call Center 126

Call Center Best practices call center software CRM 126

NobelBiz

AUGUST 11, 2022

Of course, this translates into better cost-per-minute rates, better coverage, and faster resolutions when it comes to downtimes or any other infrastructure-related issue. As a matter of fact, NobelBiz scores one of the highest First Call Resolutions in the entire industry.

contact center solutions 52

contact center solutions Contact Center Interactive Voice Response Cloud contact 52

JustCall

OCTOBER 25, 2023

These include: Providing training in time management techniques to help agents handle tasks efficiently. Addressing these challenges requires a combination of strategic planning, agent coaching, leveraging technology, and a strong commitment to overall agent well-being.

Surveys 52

Surveys Best practices Feedback Metrics 52

Noble Systems

OCTOBER 21, 2020

SBR can result in better first-call resolution rates and happier, more loyal customers, but it can also result in longer hold times, as customers wait for the right agents to become available. Time-based Routing: This option can be used in conjunction with any of the above. Aid agents during their calls.

First call resolution 57

First call resolution Call Center Interactive Voice Response call center software 57