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Maximizing Efficiency: Understanding and Optimizing Agent Utilization in Support Centers

Leave a Comment / Support Supervisor Learning /

In the dynamic world of customer service, Agent Utilization is a key metric for understanding how efficiently your team uses their working hours. By evaluating the time agents spend actively engaging with customers, this metric offers insights into productivity and operational performance, providing a foundation for enhancing efficiency. What is Agent Utilization? Agent Utilization measures […]

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Cost per Contact & Resolution Efficiency for High-Performance Support

Leave a Comment / Planning & Strategy /

  Cost per Contact Definition:Cost per Contact is the total annual operating expense of the customer support center divided by the annual contact volume of the customer support center. Operating expenses include all employee salaries, overtime pay, benefits, and incentive compensation, plus all contractor, facilities, telecom, desktop computing, software licensing, training, travel, office supplies, and

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Why Support SOPs Are Important and How to Create One as a New Support Leader

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  Why Support SOPs Are Important and How to Create One as a New Support Leader A Support Standard Operating Procedure (SOP) is the backbone of a successful support team, ensuring consistency, efficiency, and scalability. If you’re a new support leader, understanding how to create and use SOPs is crucial for building a high-performing support

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Train New Customer Support Agents in Just 30 Days: A Leadership Guide

Leave a Comment / Support Supervisor Learning /

Training new customer support agents quickly and effectively is crucial to building a high-performing team. A streamlined 30-day onboarding program can help agents reach full productivity faster, align with company, department, and customer values, and enhance the customer experience. Here’s a step-by-step guide for customer support team leaders to train new agents within a month,

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How AI is Transforming Customer Support: Benefits & Challenges

Leave a Comment / Planning & Strategy /

The world of customer support has evolved dramatically over the last decade, with one of the most transformative advancements being the integration of Artificial Intelligence (AI). Businesses across industries, particularly SaaS (Software-as-a-Service) companies, are embracing AI to enhance customer experiences, streamline support operations, and reduce costs. However, as with any technological innovation, AI comes with

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A Smooth Transition from Support Agent to Team Leader

Leave a Comment / Support Supervisor Learning /

Transitioning from a customer support agent to a team leader is an exciting career move that comes with its own set of challenges and opportunities. As you step into a leadership role, your responsibilities shift from managing customer queries to leading a team, ensuring operational efficiency, and driving performance. This blog will guide you through

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The Critical Choice A Story of 24×7 Customer Support in a SAAS Company

Leave a Comment / Planning & Strategy /

  Once upon a time, in the busy world of technology, there was a successful SAAS company named TechSavvy. TechSavvy provides innovative software solutions to businesses around the world, helping them manage their operations with ease. The key to TechSavvy’s success was its commitment to excellent customer support, available 24 hours a day, 7 days

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Overcoming Challenges to Meet Average Speed of Answer (ASA) Targets in Customer Support

Leave a Comment / Support Supervisor Learning /

  Meeting the Average Speed of Answer (ASA) target is crucial for customer satisfaction and operational efficiency in customer support centers. ASA is a key performance indicator (KPI) that measures the average time it takes for a chat or call to be answered by an agent. When ASA targets are not met, it can lead

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11 Ways Building a Successful Customer Support Center

Leave a Comment / Planning & Strategy /

In the dynamic landscape of customer support, the role of a Support Leader is essential in shaping the success and efficacy of the support team. As the front line of interaction between the organization and its customers, a well-functioning support team can be a game-changer in enhancing customer satisfaction, fostering brand loyalty, and driving business

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Why Cost per Contact is an important measure in Customer Support Center?

Leave a Comment / Why Cost per Contact is an important measure in Customer Support Center? /

 Cost per Contact is a metric used in the Customer Support Center to assess the efficiency of the center’s operations. It is calculated by dividing the total annual operating expense of the center by the annual inbound contact volume. The operating expenses include various elements such as employee salaries, overtime pay, benefits, incentive compensation, contractor

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