Contact Center Staff Retention: Get Ahead of Trouble by Pinpointing Frontline Concerns
Staff retention and low employee attrition result from proactive employee communication & WFM (workforce management) at contact centers. By Peg
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Tag: contact center metrics
CSAT (Customer Satisfaction), Customer Retention As Internal Metrics of Quality Assurance for Contact Centers
CSAT (Customer Satisfaction) and customer retention are the best internal metrics of quality assurance for contact centers, not for punishing
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How to prepare for changes in contact center hours of operation
Many factors go into changing contact center hours of operation, such as call volume, demand forecast, agents occupancy, SLA &
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Contact Center Health Assessment Prevents Crises and Resolves Issues
Contact center health assessment prevents crises & resolves issues, like annual wellness check we all do with our doctors. By
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Internal Quality Assurance (QA) Should be Based on External Customer Satisfaction (CSAT)
Call center internal quality assurance is based on external customer satisfaction (CSAT), not what QA team thinks what customers want.
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The Risks and Benefits in Managing AHT (Average Handle Time) for Contact Centers
The risk in only managing AHT to the average is agents then watch their time and don’t focus on fixing
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