Don’t let the details throw you off. When it comes to KPIs vs. metrics, some key differences can impact your outcomes. KPIs vs. metrics. Does it matter all that much? They’re both about data, and you can use both of them as tools to assess your...
Some approaches to call center coaching are more effective than others. Here are 12 you should know about. If you’re new to running a call center, coaching may seem easy enough. You just tell people what to do, give them a script, and keep your ears open for...
Learn how to calculate average handle time for calls and find out what it really means for your call center (and what it doesn’t mean). What is average handle time? How do you calculate average handle time? How important is it, even? These are questions that...
Call center monitoring might be common, but are you taking advantage of its potential as a powerful tool for success? This call may be monitored for quality assurance and training purposes. Anyone who’s been on the phone with any kind of call center has heard...
What is the key to success in a call center? You may not need to look very far to find it. What is the key to success in a call center? It’s the question every call center manager wants the answer to. Success can feel elusive, like trying to get tickets to see...
While it’s inexperience that often results in the weaknesses of a call center agent, experienced agents can usually find similar areas for improvement. When we think about some of the typical weaknesses of a call center agent, they’re usually issues that...
