Wondering which call center metrics you should track? Managers must ensure that all center operations are constantly optimized to run at maximum efficiency. And they can do this by choosing and tracking the right set of call center metrics and KPIs (Key Performance Indicators). In this article, we’ll share fifteen essential call center metrics that customer service leaders and managers should monitor to ensure maximum productivity and profitability.

Looking for the best call center services? Whether it’s for customer support, product promotion, or conducting surveys – call center services can help you manage your business’ phone calls. They’re a cost-effective way to increase customer satisfaction. And they usually provide a 24×7 call center service, allowing you to focus on your core operations. But with several services available in the market, which one should you choose?

Want to know why contact center analytics is so important? Imagine having the superpower to decode customer sentiment or predict what they want! Today’s customer-oriented companies rely on advanced contact center data analytics to make the best business decisions. How? Contact centers generate tons of customer-related information every day. By analyzing them through charts and graphs, you can gain meaningful insights into enhancing customer experience.

Want to set up effective call center training programs? During the last decade, customer service has moved on from being a mere necessity to taking a front-seat for most businesses. As a result, contact center services and operations have gone through a massive transformation. And it’s vital that the methods and practices in call center training sessions reflect these changes too. Frontline customer service agents must now be empowered to embrace and utilize these new trends.

Want to create callcenter scripts that can win over your customers? Businesses are constantly on the lookout for innovative ways to engage customers. However, nothing beats the personalized customer service experience offered by call center agents — be it on a live call or through real-time text chat. By developing customized call center scripts for your business, you can empower your agents to deliver an excellent and consistent customer experience.

Confused between hybrid vs remote work models? The COVID 19 pandemic has fundamentally changed the way we work. In line with pandemic guidelines, corporate giants like Amazon and Facebook have allowed their employees to work from home, at least for a few more months. Twitter has gone a step further and permitted its employees to work remotely forever if they desire. But can you do the same for your company?

“Can hybrid work? Yes. But it takes a lot of intention, strategy, skill development, and location inclusion to make it work” The global Coronavirus pandemic unexpectedly thrust the entire working world into new and uncharted territory. A year ago, some 95% of businesses were forced to move to a remote work environment, many for the first time. It was an unprecedented experience that was not only unanticipated, but that few businesses were ready for.

Interested in the hybrid workplace model? Many employees would prefer to work from home full-time, even after the COVID-19 pandemic and the subsequent lockdown. However, firms need to have at least a few members in the office to upload files to the system server, meet clients, attend urgent team meetings, etc. Fortunately, companies have started to introduce a work arrangement that satisfies every employees’ requirements — the hybrid workplace model.

Looking for tips to manage hybrid teams? Most teams used to work on-site before the COVID-19 pandemic and the subsequent lockdown. Now, the work model has changed — some employees work remotely, while others work from the office. As a manager, you may face difficulties executing this hybrid workplace model due to the lack of proper communication, ambiguous guidelines, etc. In this article, we’ll cover 8 tips to help you manage your hybrid team.

Reports show that almost 70% of freelance workers handle about 4 projects at one time. This means freelancing work involves communicating with multiple people on different deliverables, creating outlines for each of these projects, creating schedules to be on-time, invoicing for each work done, and much more. This is a huge chunk of administrative work that every freelancer goes through. It may read easily on paper, but it can take a toll on you if you are not organizing your work.

If you think that COVID-19 and remote working have had no impact on HR, think again. This pandemic has had a major impact on the physical and mental state of the workforce, in addition to redefining the technological aspects of the workplace. Every organization observed a major change in how teams work and that led to even bigger radical shifts in HR trends.

Wondering how to grow your online business during a crisis situation? Adjusting to an unknown and turbulent reality can be harsh, especially for businesses. The Covid-19 crisis was the beginning of the end of a lot of small and medium businesses globally. According to the International Trade Survey, at least one out of four businesses were projected to close as the crisis endured.

Interested in call center attendance management? Managing attendance is crucial as every call center needs a sufficient number of agents present for each shift. Only then can you keep clients satisfied and meet service level goals. These agents also need to be on-time because their tardiness can have a ripple effect on the entire call center’s operations. That’s why companies need an effective way to manage the attendance of call center agents.

Working in the office was a blessing. Traveling, and having water cooler conversations was fun for office-going people worldwide. And then the pandemic hit and forced everyone to work from home. After working in the office for years, can you even imagine running a business virtually without any concept of a physical office space? We’re going to talk exactly about that in this article, and more so, how to do it effectively! Running a virtual company is not a foreign concept.

Want to know how to increase accountability in the workplace? Missed deadlines, repetitive mistakes, and a lack of trust and engagement can be a sign of poor accountability. However, picking up on these signs isn’t the end of it. You need to work on them too. So how do you increase accountability in the workplace? In this article, we’ll cover what accountability is and why it’s important for your business.

Time Doctor is on FIRE! New Spring G2 Reports list Time Doctor as #1 in Employee Monitoring Software plus 11 new badges! Time Doctor is extremely excited to announce that we have been awarded the top spot in G2’s new Spring 2021 reports in the Employee Monitoring Software category. Time Doctor was chosen as the leader in this category above several competitors including Hubstaff and Activtrak.

Wondering which is the best employee accountability software for your team? If you’re offering your team a flexible or remote work option following the COVID-19 pandemic, employee accountability is probably one of your main concerns. How will you hold employees accountable for their work when they aren’t physically in the office? While accountability software can certainly help you out, you need to choose the best one for your requirements.

Want to hire a Chinese virtual assistant? From accounting and improving customer experience to data analytics and more — virtual assistants can do a wide variety of tasks. And while the process of hiring them can sound intimidating, it doesn’t have to be. All you need are clear expectations, job platforms, and a little expertise. So how do you hire a virtual assistant from China? In this article, we’ll cover what a virtual assistant is and how you can hire them.

Remote work has been one of the great success stories of the COVID-19 pandemic. It has made employees happier and more productive, and has provided major cost savings for some employers. Working remotely is now considered by many to be the future of work. Despite all the positives that workers have enjoyed while working from home, some people are still anxious to get back to the office. Some employers want their teams back where they can see them as soon as possible.

As workplaces start to reopen post-pandemic, many companies are struggling with the decision of how and where they will operate and how to set up their teams to be the most productive. A large number of companies are choosing to stay fully remote while a smaller portion are choosing to go back into the office full time.

Curious about time management reporting? It’s no secret that keeping track of employee time can significantly improve your team’s productivity and profitability. However, tracking work hours involves analyzing hundreds and thousands of records in employee timesheets. How can you use this data to your advantage? Time management reporting can help you convert time entries into lucid information using visual aids like charts and graphs.

Looking for the best employee monitoring software? In this article, we’ll highlight 12 excellent employee monitoring tools to help you choose the perfect one for your needs. We’ll go over their key features, pricing plans, and user ratings to help you make an informed decision.

If you manage a team, whether that team is in-office, hybrid, or remote, then you know how hard it can be to keep up with employee attendance and schedule adherence. Some managers spend multiple hours a week manually creating and updating spreadsheets, taking valuable time away from focusing on the strategic aspects of the business.

Remote workforce management became a hot topic more than ever during the global pandemic. But, remote work is here since long. Statistics show that about one in four workers in the US were working remotely before 2020. But since the start of the global lockdown, we have seen an astronomical increase in the number of people working remotely. Another recent study published by the Harvard Business School indicates that the trend is bound to continue.

Workplace flexibility is a key topic in the future of work that the pandemic has only accelerated. However, there are multiple benefits of employees working remotely for organizations that go beyond pandemic prevention. The future of work can’t be envisioned without flexibility. Companies across the world are asking employees to work from home. Hence, remote work has become the new normal for businesses and workers alike.

Interested in learning about remote desktop security? With the COVID pandemic, most businesses had to transition to virtual work unprepared. And this became a prime opportunity for attackers to launch RDP (Remote Desktop Protocol) attacks on public-facing servers with unpatched vulnerabilities. Don’t worry. It’s never too late to work towards ensuring remote desktop security. In this article, we’ll cover everything about remote desktop security and its risks.

Managing toxic people in the office is a nightmare. But when employees shift to working remotely and bring their unhealthy behavior with them, “nightmare” becomes an understatement when describing toxicity in the workplace. With most of the world’s organizations shifting to remote work, you just be prepared for all the challenges that come from working from home (WFH). And one of the challenges you must prepare for is dealing with toxic employees.

People are usually reluctant to embrace change. But with the ongoing pandemic – something that nobody could’ve predicted – they were left with no choice. Remote workforces are now the new normal, with large and small businesses embracing the work-from-home arrangement. Although this new trend is still taking shape with many businesses still adjusting to it, one of the main challenges is employee retention.

Throughout 2020, businesses scrambled to find ways to adapt their operations to accommodate all-remote workforces. For the most part, their efforts paid off. Studies have subsequently shown that the abrupt shift had a negligible effect on productivity. That new reality has changed the dynamics in the business world surrounding remote work. As a result, it’s beginning to look like some of the pandemic-driven changes will become permanent.

Looking for the best team productivity tools for your organization? In this fast-paced and hyper-competitive era, even a small dip in your team’s productivity could affect your company’s bottom line. But don’t worry! From productivity monitoring to project management and collaboration software, several tools can prevent the issues you might face while managing your team.

Changes that occurred during 2020 cast a completely different light on remote workers. Suddenly, remote work became a reality for all of us. It was like an experiment for everyone to see how we could function in different environments, yet creating a unique ecosystem. Some of us decided it is great to work in a more familiar environment. Some of us decided to put the pro into ‘’procrastination’’.

Here at Time Doctor, we talk to companies every day who are striving to increase the productivity of their teams. Consistently analyzing employee productivity and making strategic changes are crucial for growth. However, before a business is able to increase productivity, they must be able to accurately measure it.