Calabrio

APRIL 11, 2025

A comprehensive needs assessment involves: Analyzing Performance Data: Dive into key metrics like Customer Satisfaction (CSAT) , First Call Resolution (FCR) , Average Handle Time (AHT) , and other factors of QA scorecards. Here are some innovative call center training ideas and call center training tips to elevate your program.

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

Calabrio

APRIL 8, 2025

Optimize Agent Performance, Coaching, and Quality Management Traditional KPIs like average handle time (AHT) or first-call resolution (FCR) don’t always paint a complete picture. A longer call, for instance, might represent an agent skillfully handling a complex issue, resulting in high positive sentiment.

Contact Center 52

Contact Center Best practices Coaching Analytics 52

Callminer

FEBRUARY 21, 2018

Others may baulk at the inordinate amount of time or effort to manage the process as well. If you want to see an uplift in the overall customer experience, a well-thought-out quality management procedure can work wonders. It gives your agents something to strive for. TechnologyAdvice. Technology_Adv.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

Outsource Consultants

JANUARY 16, 2025

Effective QA programs directly impact key performance indicators (KPIs) such as customer satisfaction scores (CSAT), Net Promoter Score (NPS), and first call resolution (FCR) rates. Both QA team members and agents need thorough education on quality standards and evaluation processes.

Best practices 67

Best practices Contact Center First call resolution Average Handle Time 67

NICE inContact

APRIL 13, 2016

Supervisors can provide immediate feedback or acknowledge a successful call quickly – when it is most relevant. Do you know your first-call resolution (FCR) rate? By using a quality management (QM) solution , managers can monitor and review their agents’ performance.

Contact Center 69

Contact Center Management At home agents Coaching 69

Enghouse Interactive

JULY 27, 2020

Register for our webinar with Dane Smith, Enghouse Education and Training Manager, and Jacki Tessmer, VP Product Marketing. Transform the Contact Center with Microsoft Teams (blog Series). Blog #3 Seeing is Believing! Transform your Contact Center with Microsoft Teams. The tools are here. Take advantage of them now!

Contact Center 52

Contact Center Education First call resolution Cloud contact 52

Enghouse Interactive

SEPTEMBER 1, 2020

First Call Resolution for customer inquiries pretreated by automated processes increased resolution by 75% due to improved access to information via supporting tools, with only the exceptional issues routing to live agents.

Self service 83

Self service Contact Center Chatbots First call resolution 83