1) Agents might stay on the line for hours when the customers line did not disconnect.
- calls much shorter than the average talk time
This blog is published by the marketing department of Coordinated Systems, Inc. (CSI). This blog features many CSI news stories and also assembles tips for improving the call center agent performance and helping teams evolve into world class call centers. It's an open forum for call center supervisors, agents, vendors and managers to contribute news, stories, anecdotes and other useful information with their peers. Vendors are encouraged to share client success stories.
NEW! Download "Benefits of Call Recording & Quality Monitoring"