"tag:call center metrics" - Wheelhouse Search results

Ask Questions: Determining the most important call center metrics involves asking a lot of questions, according to Focus Expert Michael Schmier. "First, pick a handful of metrics that represent balanced performance for your organization," Mr. Schmier said. He added that this "will depend on a number...

Know Your Goals: Another Focus Expert, Chris Selland, argued for a slightly broader initial perspective. "Michael put together a great list, but before going to that level of detail, I'd go one step further and step back to insure there's clarity on what the primary goal of the call center is. For i...

With call-center attrition rates nearing 50 percent per year, identifying the attributes of a good agent is as important for retention as it is when hiring a new employee. Likewise, employees who are interested in call-center work would do well to match their temperament and skills to those who have...

Call-center personnel are often thought of as young, inexperienced workers who lack college educations or students who are working temporarily while they complete school. However, a successful call center 's employees are often more mature and highly educated. According to one Canadian study conduct...

There's more than one way to annoy — and then lose — a lifelong customer when you switch to a VoIP contact center. Surly agents and improper training are just two of the factors that can result in disgruntled customers and compromised productivity. But that's not all that contact-center ...

Constantly monitoring agents' VoIP-based calls for both technical and human-performance issues, however, can deliver excellent customer service and improved employee productivity. But is this an activity better executed by a third-party provider or overseen in-house?