Agent Productivity

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How to Close More Deals with Effective Sales Management?

“Are your agents stuck with manual dialing?”  If your agents are trying to reach customers manually then you are losing on the valuable leads that can help you put the best foot forward. So, are you communicating effectively with your customers and delivering personalized services to them? Businesses largely depend upon the quality leads and …

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Overcoming Agent Productivity Challenges with Computer Telephony Integration

Customer expectations have significantly increased in the past couple of years. This change can be attributed to a lot of factors – technological advancements, improved purchasing capacity and plenty of options to name a few. The customers have come to expect fast response without compromising on the quality of service and rightly so. Having said …

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Top Ways to Optimize Call Center Occupancy Rate

Call center occupancy is one of the key metrics that is often confused with an agent’s productivity. Essentially, It is the percentage of time that an agent actually spend handling incoming calls against the available or idle time, which is determined by dividing workload hours by staff hours. Agents can achieve 100% occupancy rate, but …

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10 Ways to Reduce Call Center Attrition and Improve Agent Engagement

Cramped in a cubicle for 9-10 hours a day, leashed to a desktop, answering calls of angry and frustrated customers, and getting paid $10/hour is not exactly a lucrative profile. While not every call center fits the description above, many do. Call center agents and employees have high rates of burnout, poor performance, turnover and …

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