Call Volume Metrics are important to understand for operational and financial reasons. Workforce management, process and technology decisions often hinge on volume considerations. This video breaks down call volume components at a high level and provides insights that will help you manage better.
To get the most out of this video, it may be helpful to watch our previous agent soft skill videos that will help to round out and improve your skills:
Soft Skills Part One – Effective Communication: [ Ссылка ]
Soft Skills Part Two – Empathy: [ Ссылка ]
Soft Skills Part Three – Handling Angry Customers: [ Ссылка ]
Soft Skills Part Four – Tone of Voice: [ Ссылка ]
Soft Skills Part Five – Active Listening: [ Ссылка ]
Soft Skills Part Six - Effective Questioning: [ Ссылка ]
Soft Skills Part Seven - How to be a Great Team Player: [ Ссылка ]
Soft Skills Part Eight - How To Say No The Right Way: [ Ссылка ]
Soft Skills Part Nine - How to Put Caller on Hold: [ Ссылка ]
Soft Skills Part Ten - How to Handle Stress: [ Ссылка ]
Soft Skills Part Eleven – How to Get the Most from Coaching Sessions: [ Ссылка ]
Soft Skills Part Twelve – 5 Common Mistake Agents Make and How to Avoid: [ Ссылка ]
Soft Skills Part Thirteen - How To Build Rapport - [ Ссылка ]
Soft Skills Part Fourteen - Mirroring Callers to Build Rapport - [ Ссылка ]
We also have comprehensive 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: [ Ссылка ]
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: [ Ссылка ]
