Archive for June, 2018


Reports, reports everywhere, but how much of it is of value?

Published under Call Centers,Customer Service on

A typical call center manager spends about 30% of his/her time compiling reports that would help improve the efficiency of agents. Some of the standard reports include: 1. Speed of answer 2. Average call-handling time 3. Delay before abandon 4. Delay between calls 5. Email handling time 6. Percentage of calls abandoned 7. Number of interactions waiting While these queue-centric…
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Multi-channel customer service: the holy grail of contact centers

Published under Call Center Solutions,Customer Service on

Recently, I wanted to know some information about my insurance policy and I visited the company‚Äôs website to figure out the way to reach them. There were no numbers provided on their site and I was directed to send a text message to a particular number and one of their agents would call me back. It took 4 hours for…
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