Average handle time (AHT) is one of the most popular metrics to measure the efficiency of customer service agents and organizations. Why? Tracking the average handle time gives you insights into how effectively agents address customer issues — the shorter the AHT, the better. You’ll also be able to discover how to reduce customers’ time on hold and increase the number of calls handled by agents to improve customer satisfaction.

Modern call center software features go beyond just helping you make and receive calls. They can help measure your agents’ performance and even tell when a lead is interested in your company. If your business has to take high daily call volumes, call center software features can help you streamline and automate your processes. But what features should you look for in a call center software?

When you are part of a great team, going to work in the morning feels joyous and exciting. There is a special feeling when your teammates are working towards the same goal as you – you’re able to share in the camaraderie of the journey, as well as the achievements. Through synergy, good teams are able to create an end result far outweighing what each individual could produce themselves. However, in order to create a successful team, it’s essential that you pick the right members.

Vivantio, a leading provider of customer service optimization software and solutions for demanding B2B service teams, was recognized as a Higher Performer and Momentum Leader in several categories in the G2 2021 Fall Report. G2 is a product review platform where verified users review, rank and share experiences and feedback on various services and software products.

A great timekeeping software for employees allows you to: In addition, the timekeeping software you choose should be: In this article, we’ll start by discussing how Buddy Punch (our employee timekeeping software) excels in the above areas. Then, to help you make a more informed decision, we’ll list other timekeeping apps for employees. Note: Sign up for a free trial of Buddy Punch or request a 1-on-1 demo to learn more.

An excellent customer experience is the key to any company’s success. It contributes to the firm’s customer loyalty, brand advocacy, and sustained growth. And this is just as true to enterprise customers as it’s to individuals. Enterprise customer experience involves all the interactions your business clients have with your organization. It’s a holistic view of your organization from your business client’s various employees, managers, partners, etc.

Want to know how to create and use Zoom breakout rooms? With COVID-19, the way we live and work has changed rapidly. Taking our work out of the boardroom and into the living room means rethinking the way we communicate. Fortunately, tools like Zoom help us stay connected even when working from home. Besides supporting large video conferences, Zoom also allows hosts of the main meeting to separate meeting participants into breakout rooms for smaller, private group discussions.

Customer service outsourcing is an appealing idea. Farming out your customer care to an outsourced agent can cut overheads significantly, saving you money, resources, and often, a great deal of stress. But it’s definitely not a one-size-fits-all solution, and there are no magic outsourcing beans you can use to make the process easier. That’s why you need to weigh your options carefully, especially when an external company could be directly interacting with your customers.

Employee scheduling is a big headache for many companies nowadays. However, utilizing scheduling tools takes care of such an issue. We analyzed the best employee scheduling system in the market today. This article also provides relevant things to consider before choosing one. Let’s get started!

Customers no longer want to be held back. Rather, customers want businesses to inspire a sense of independence in them. So, to retain your customers in contemporary times, you need to make them feel empowered. And focussing on customer empowerment is the way to go. If you’re looking for customer empowerment ideas, then you’re in the right place. This resource covers everything you need to know about customer empowerment – the what, the why, and the how.