TeleDirect

APRIL 7, 2025

Use Metrics to Evaluate Training Effectiveness Track KPIs like first-call resolution, customer satisfaction (CSAT), and average handling time (AHT) to assess performance improvements. Improved Operational Efficiency Well-trained teams handle more calls, make fewer errors, and need less supervision.

Call Center 62

Call Center First call resolution Best practices Gamification 62

Fonolo

FEBRUARY 14, 2019

This behavior is destructive and negatively impacts important KPIs like first call resolution (a KPI directly related to customer satisfaction). It’s important to monitor agents who see an increase in calls to management, missed upselling opportunities, and customer complaints, as these agents may be exhibiting signs of burnout.

Agent burnout 80

Agent burnout Call Center Gamification Contact Center 80

Balto

JANUARY 14, 2025

Call center analytics involves the systematic collection, processing, and interpretation of data generated within a contact center. But modern analytics goes beyond basic metricsit leverages technologies like call center data science, machine learning models, and big data to provide deeper insights.

Call Center 52

Call Center Analytics Average Handle Time Big data 52

aircall

JANUARY 6, 2021

Upselling, cross-selling, and social selling. Financial service providers that are proactive in making outbound calls demonstrate that they’re actively managing their customers’ accounts. Use sales automation software for gamification—establishing online leaderboards and sales contests. Aim for first-call resolution.

Sales 62

Sales Banking Call Center Upselling 62

Balto

JANUARY 18, 2025

Call center process management isnt just about efficiency anymore. A well-run call center increases customer retention, drives upsells, and turns unhappy callers into raving fans. Implement real-time scoring, post-call debriefs, and peer coaching sessions to keep improvement continuous.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

Call center process management isnt just about efficiency anymore. A well-run call center increases customer retention, drives upsells, and turns unhappy callers into raving fans. Implement real-time scoring, post-call debriefs, and peer coaching sessions to keep improvement continuous.

Best practices 52

Best practices Call Center Metrics Management 52