Call Center Agents

Proven Ways to Analyze Average Handle Time for Contact Centers

Commonly referred to as AHT, Average handle time is the recorded average amount of time (measured in minutes), required for your contact center agents to work on each individual case. It is usually recorded for the purpose of understanding the amount of time your team generally requires to comprehend and analyze an issue customers might have. …

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5 Must Have Customer Service Skills for Contact Center Agents

For any business, great customer service is indispensable to slide ahead of the competition. At the heart of exemplary customer service is the interaction between contact center agents and the customers. The quality of service received by a customer defines the customer’s experience. Entrusted with the challenging task of providing a pleasant experience to customers …

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Why Do We Definitely Need Contact Centers [Infographic]

More than anything else, waiting kills. This is one of the biggest reasons why your customers don’t like calling in contact centers. Those lengthy waiting times, mazes of menus, lack of contact center agent’s proactivity and complex feedback systems. But still telephony in contact centers continue to remain the most preferred and reliable option to seek …

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5 Most Common Call Center Agent Problems and How to Solve them

Top class customer service is one of the cornerstones to build a successful business. Call centers appear at the front line of providing customer services. However, often a number of factors stand between a call center and its goal of optimum customer service provision. While there are several issues that can bog down a call center and impact …

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5 Dumbest Things Call Center Agents do to Irk Customers

Calling has always been an integral part of a contact center, and unsurprisingly call center agents take center stage in any call center. This is one undeviating fact that is not going to change, irrespective of the advancements in technology. In precise words, call center agents are the face of customer service for any firm, …

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Think You’re Cut Out For Doing Customer Experience? Take This Quiz

‘Customer service experience’ has been and will always be a top-notch parameter for your customers to either pick you or your competitor, in any industry. And this statement is especially true if you are working for, or in a contact center or a call center. The way you treat your customers, is exactly how they …

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7 Popular Contact Center Misconceptions And the Truth About Them

“Misunderstanding is generally simpler than true understanding, and hence has more potential for popularity.” ― Raheel Farooq Call centers and contact centers usually have a cloudy image in most of our heads. We either think of contact center reps as lowly reps, who don’t give a damn about customer service – someone working odd hours, …

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