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Ytel Blog

Posts by Alex Treichler, Ytel :

How Technology Improves Employee Engagement

By Alex Treichler, Ytel  |  

Did you know only 33% of US employees feel engaged at work? Look around your office and imagine that 1/3 of your team feels less than motivated to be there every day. Would you do ...

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Implementing Key Metrics for Agent Success: P...

By Alex Treichler, Ytel  |  

In this series' final post, Alex discusses the implementation of key metrics in your call center. This includes metric goals, adjusting agent goals on occasion depending on changes...

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Common Performance Metrics for Agents: Part 2

By Alex Treichler, Ytel  |  

Commonly used metrics in the call center will help managers and owners determine who the successful agents are, where the weaknesses lie, and what needs to be improved upon. There ...

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Select Key Metrics to Manage Agents: Part 1

By Alex Treichler, Ytel  |  

Arguably the most important part of running and maintaining a successful call center are employing agents and having attainable goals for these agents to work towards. In the first...

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