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How to Measure, Evaluate, and Improve Call Center Agent Performance

Calabrio

Workforce Management How to Measure, Evaluate, and Improve Call Center Agent Performance Share In today’s competitive business landscape, call center agents serve as the critical frontline, directly shaping customer perceptions and driving brand loyalty. Here’s how to get started: 1.

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How to Combat Call Center Agent Attrition

Calabrio

Workforce Engagement How to Combat Call Center Agent Attrition Share You know the signs: increased average handle time (AHT), increased irritation, productivity decline. Even in a remote/hybrid workforce, contact center leaders (if theyre paying attention) can see when their employees are slipping.

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What is First Call Resolution? How to Improve (+Examples)

Calabrio

How to Improve (+Examples) Share What is first call resolution? First call resolution (FCR) defined First call resolution (FCR) , or first contact resolution, is a customer service KPI that measures the percentage of customer issues resolved during the customer’s initial contact. Analytics What is First Call Resolution?

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Are Remote Agents the Future of Contact Centers?

Monet Software

The contact center workforce was already going remote. The call center industry was beyond the experimental phase of work-from-home before COVID-19 hit. Numerous companies had adopted it as their sole workforce model, among them many SMBs that found in remote agents a flexible, low-overhead workforce option.

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The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.

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Contact Center Management: Best Practices & Strategies for Peak Performance

Calabrio

Aspects of Oversight and Optimization Contact center management, or call center management, is the strategic orchestration of all elements within a customer interaction hub to ensure optimal efficiency, customer satisfaction, and business outcomes.

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Contact Center Gamification: What You Need to Know to Use Games for Improved Engagement and Performance

Calabrio

Table of Contents: What is Contact Center Gamification? Types of Gamification in the Call Center Benefits of Gamification in Contact Centers and Customer Service Best Practices for Using Call Center Games Effectively How to Get Started with Gamification: Real-World Examples and Ideas What is Contact Center Gamification?