Contact Center Articles

Balancing Hold Time and Transfers

Apr 19, 2017 |

At-Home Agents, Transfers, CallTalk Caramels, Contact Center Articles, Hold Time

When agents are faced with a challenging question and do not have the answer, they generally have one of two options; 1) place the caller on hold, while they look for the answer, or 2) transfer the call to someone with the requisite knowledge. Thus we see a ...

Resources and Technology

Mar 8, 2016 |

After Call Work Time, Transfers, Hold Time, Average Talk Time, Technology, Agent Voices

Properly selected and trained agents require the support of good technology to allow them success with customers. Proper IVR and routing capabilities, good Customer Relationship Management (CRM) systems, well-chosen and continuously maintained Knowledge ...

Hold Time and Transfers: The Balancing Act You Can Win

Nov 10, 2010 |

Transfers, Contact Center Articles, Hold Time

Hold Time and Transfers: the balancing act you can win Date: November 10, 2010 Host: Bruce Belfiore, CEO of BenchmarkPortal Guest: Dayne Petersen, Call Center Expert Below is the Recording of the show:

Contact Center Articles

Balancing Hold Time and Transfers

Resources and Technology

Hold Time and Transfers: The Balancing Act You Can Win

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Contact Center Articles

Balancing Hold Time and Transfers

Resources and Technology

Hold Time and Transfers: The Balancing Act You Can Win

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Join the Largest Community of Contact Center Professionals

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