Hold Time | Managing Metrics скачать в хорошем качестве

Hold Time | Managing Metrics

Hold Time is a key performance metric that involves both quality of customer experience and cost considerations.  Managers need to understand how Hold Time fits into their overall performance - - and need to have a proactive strategy to minimize it in ways that are consistent with their customer service policies.  This Managing Metrics video will give you the information and insights you need to manage Hold Time in an optimal way for your center.  This video is part of BenchmarkPortal's Managing Metrics Series, designed to inform managers and give them the information they need to optimize their center's performance. Enjoy this video, along with all of the free offerings in our Learning Channel. To get the most out of this video, it would be helpful to also watch parts one through ten on agent soft skills that will round out and improve your soft skills techniques: Soft Skills Part One – Effective Communication:    • 7 Tips for Effective Communication | Onlin...   Soft Skills Part Two – Empathy:    • 5 Tips for Expressing Empathy Over the Pho...   Soft Skills Part Three – Handling Angry Customers:    • Handling Angry Callers | Online Call Cente...   Soft Skills Part Four – Tone of Voice:    • Tone of Voice |  Online Call Center Agent ...   Soft Skills Part Five – Active Listening:    • 8 Steps to Improving Active Listening | On...   Soft Skills Part Six - Effective Questioning:    • Effective Questioning | Online Call Center...   Soft Skills Part Seven - How to be a Great Team Player:    • How to be a Great Team Player | Online Cal...   Soft Skills Part Eight - How To Say No The Right Way:    • How To Say No The Right Way | Online Call ...   Soft Skills Part Nine - How to Put Caller on Hold -    • How to Put Callers on Hold | Online Call C...   Soft Skills Part Ten - How to Handle Stress -    • How to Handle Stress | Online Call Center ...   We also have some awesome online on-demand training programs that are chock full of helpful and useful information that will improve your professional skills. To find the right training program that’s right for you: https://www.benchmarkportal.com/conta... Benchmark Portal has helped thousands of individuals and organizations around the world to improve their performance through professional certification programs, in-person and online training courses, as well as contact center benchmarking and consulting services that tell your organization where you stand in relationship to your industry peers and top performing contact centers around the globe. For more information on BenchmarkPortal’s services go to: https://www.benchmarkportal.com/