Human centric design for government call centers to improve taxpayers experience, measure, analyze and improve based on ...
Attrition calculation for contact center or call center agents: (Total number lost/Average total staff) X 100 By: Peg A...
CSAT Level: raise it by ownership, emotional connection, feedback for customer-centric products & services rather th...
Call center average handle time analysis is key in calculating required staffing. It must start as process optimization ...
Operational Indicators - Service Levels, ASA & Occupancy Rate, guide customer experience workforce management and CX...
Call Center Occupancy Optimization = workforce efficiency & CSAT. Calculation: Total Contact Time (Talk + Post call ...
Average handle time (AHT) gives insights on how to improve CX efficiency, self service, Interactive Voice Response (IVR)...
For a contact center supervisor or manager to engage workforce, here are five ways to Streamline, Interact and onboardin...
