All ResourcesCall CenterOn Demand Training Courses Contact Center Metrics Essentials Module 7 | Process Maturity Drives Performancehttps://youtu.be/qHTGv-cpYZg Future modules will be released as they are created. SUBSCRIBE on YouTube and turn notifications on so you don't miss the next one! Welcome everyone. I’m Jeff Rumburg, Managing…Angela IrizarryMarch 7, 2023
Member Sample Contact Center Agent ScorecardClicking the Excel icon below will trigger an automatic download. If you have difficulty downloading the file, please disable your pop-up blocker.Angela IrizarryMarch 1, 2023
All ResourcesCall CenterOn Demand Training Courses Contact Center Metrics Essentials Module 6 Part 3 | How to Benchmarkhttps://youtu.be/LE0Ilg1EDCU Future modules will be released as they are created. SUBSCRIBE on YouTube and turn notifications on so you don't miss the next one! Welcome everyone. I’m Jeff Rumburg, Managing…Angela IrizarryFebruary 24, 2023
All ResourcesCall Center Short Abandons | Best Practices for Measuring Call Abandonment RateOne of the challenges call centers face is how to handle short abandoned calls. When a customer hangs up before reaching an agent, it's considered an abandoned call. But is…Angela IrizarryFebruary 24, 2023
All ResourcesCall Center Strategies to Reduce Wasted Time in the Contact CenterIn a contact center, wasted time is any time that is not spent handling customer inquiries, resolving issues, or performing other value-added tasks. Measuring and reducing wasted time is critical…Angela IrizarryFebruary 24, 2023
All ResourcesCall CenterOn Demand Training Courses Contact Center Metrics Essentials Module 6 Part 2 | How to Benchmarkhttps://youtu.be/VFEbYr8vBHI Future modules will be released as they are created. SUBSCRIBE on YouTube and turn notifications on so you don't miss the next one! Welcome everyone. I’m Jeff Rumburg, Managing…Angela IrizarryFebruary 23, 2023
All ResourcesCall CenterOn Demand Training Courses Contact Center Metrics Essentials Module 6 | How to Benchmarkhttps://youtu.be/elKD8qedNTE Future modules will be released as they are created. SUBSCRIBE on YouTube and turn notifications on so you don't miss the next one! Welcome everyone. I’m Jeff Rumburg, Managing…Angela IrizarryFebruary 21, 2023
All ResourcesCall CenterOn Demand Training Courses Contact Center Metrics Essentials Module 5 | Industry Benchmarkshttps://youtu.be/-1KJa3TAvLY Future modules will be released as they are created. SUBSCRIBE on YouTube and turn notifications on so you don't miss the next one! Welcome everyone. I’m Jeff Rumburg, Managing…Angela IrizarryFebruary 21, 2023
All ResourcesCall CenterOn Demand Training Courses Contact Center Metrics Essentials Module 4 | Cause-and-Effect Relationshipshttps://youtu.be/RGFecU1HhOM Future modules will be released as they are created. SUBSCRIBE on YouTube and turn notifications on so you don't miss the next one! Welcome everyone. I’m Jeff Rumburg, Managing…Angela IrizarryFebruary 21, 2023
All ResourcesCall CenterOn Demand Training Courses Contact Center Metrics Essentials Module 3 | The Balanced Scorecardhttps://youtu.be/c63XxUdu6nI Future modules will be released as they are created. SUBSCRIBE on YouTube and turn notifications on so you don't miss the next one! Welcome everyone. I’m Jeff Rumburg, Managing…Angela IrizarryFebruary 21, 2023