Agent burnout Average Handle Time Coaching Management 
CSM Magazine
OCTOBER 10, 2023
Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. So, is Average Handle Time (AHT) still a relevant metric and what does it mean for contact centres today?
Playvox
APRIL 4, 2023
Just like agents are protecting your company, contact center leaders and managers need to protect them and their mental health. Signs And Effects Of Poor Agent Emotional Well-Being In Your Contact Center Working with customers requires a lot of emotional labor from your customer service center agents — even if customers are happy.
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SharpenCX
MAY 6, 2020
How you manage your contact center and develop your agents has a direct impact on customer outcomes and your bottom line. It’s time to break down your call center management by the numbers to see how you’re adding value each day. Coaching your agents improves the quality of service they provide.
Talkdesk
JULY 16, 2019
What is Performance Management? Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. That’s where leveraging contact center performance management software can help.
Monet Software
NOVEMBER 11, 2020
Frequently when the outward signs of burnout finally appear, call center managers have only a short window of opportunity to prevent the worst outcomes. These can include performance declines, adherence problems and eventually the loss of a highly experienced agent. Unusually negative reactions to managers and coworkers.
Fonolo
AUGUST 15, 2023
Agents need time to take a breath and collect their thoughts between calls; If they don't get it, their performance suffers, followed by higher absenteeism and, eventually, agent attrition. Consider an agent who is engaged in call-related work for 45 minutes during a 60 minute period. But, what about the denominator?
SharpenCX
FEBRUARY 11, 2020
Where would you be without your agents in the first place? It’s vital that you know where your team’s strengths and weaknesses lie, so you know how to coach to better performance. Use the DISC Assessment or the StrengthsFinder Test to identify how your agents thrive and collaborate. Use these times to build customer engagement.
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