Engaged Agents Perform Better – NGNCloudComm

Improve Agent Performance with NGNCloudComm

In today’s Contact Center world agent performance is more important than ever. Lets discuss how NGNCloudComm improves agent performance and keeps agents engaged. 

What Really Holds Back Your Agents’ Performance?

• They are overwhelmed by multitasking and managing multiple disconnected channels.
• They have to switch between multiple tools for a single interaction.
• They lack real-time feedback or understandable performance indicators.
• They do not receive contextualized training during work.
• Interaction routing does not match their skills or workload.
• Team turnover prevents the consolidation of knowledge and experience.
• They do not feel technologically empowered.

📈 The Data Behind Agent Performance in Contact Centers

In such a demanding sector as Contact Centers, these metrics clearly show what’s at stake and where the real opportunities for improvement lie:

🎯 1. First Call Resolution (FCR): up to 79%
According to SQM Group, high-performing contact centers reach First Call Resolution (FCR) rates between 70% and 79%. Each 1% improvement in FCR can generate annual savings of $286,000 in a medium-sized center. Source

⚡️2. Average Handle Time (AHT) Reduction: target of 6 minutes
The ideal Average Handle Time (AHT) in contact centers is approximately 6 minutes, balancing efficiency and service quality. Source

🔄 3. Agent Turnover Rate: between 30% and 45% annually
Contact centers experience an average annual agent turnover rate of 30% to 45%, which implies significant costs in recruitment and training. Source

🏆 4. Customer Satisfaction Score (CSAT) Increase: 27% improvement
Implementing advanced contact center solutions can increase Customer Satisfaction Score (CSAT) by 27%, significantly improving the customer experience. Source

Beyond Metrics: A Streamlined Agent Interface

NGNCloudComm doesn’t just connect channels. It connects people, processes, and technology in real time:

• Seamless Optichannel capability: Switch channels without losing context.
• Unified platform: One single interface, no switching between tools.
• Integrated scalability: Scale your operation without redoing your processes.

This isn’t just efficiency. It’s a work environment designed so that agents want to stay—and so do customers.

NGNCloudComm is capable of integrating with data from multiple CCaaS Solutions into a single platform, seamlessly integrating a wide range of business systems and tools. This feature allows agents to access and manage all relevant information from a single, unified platform.

Real-Time Feedback and Gamification
Clear metrics, constant motivation.

✉️ Fill out the form to see how NGNCloudComm turns technology into measurable impact 🚀