Fonolo

JANUARY 31, 2022

When we hear the word “productivity”, we often picture the volume of work a contact center agent can get done in their day. This means our definition of agent productivity needs a bit of an update. Learn how you can better your team performance below… How to Foster Agent Engagement in a Hybrid Contact Center.

Call Center 87

Call Center Average Handle Time Agent burnout Contact Center 87

NobelBiz

FEBRUARY 21, 2023

However, delivering a seamless customer experience is challenging. Customers are becoming more demanding, expecting rapid and accurate solutions to their inquiries. This is where the need for better management of callbacks in contact centers emanates. What is a call center callback option ?

Best practices 52

Best practices Contact Center Abandon rate Management 52

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. It’s important to strike the balance between speed and personalised service delivery. About the Author Graeme Meikle is a Senior Workforce Management Consultant at Calabrio.

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

SharpenCX

MAY 6, 2020

Good customer service drives higher revenue, happier customers, and lowers churn. Your contact center is a business powerhouse. Still, contact center leaders struggle to prove the value of their business unit to execs. And, why investing in the contact center can catapult your business forward.

Contact Center 76

Contact Center Call Center Coaching Agent burnout 76

Fonolo

MAY 31, 2022

All folks new to the contact center world have many steep learning curves to overcome—a big one is picking up on industry jargon. From CSat score to Average Handle Time to First Call Resolution Rate , there are plenty of new terminologies that come with working at a contact center. Yes, very much so!

Agent burnout 67

Agent burnout Contact Center Average Handle Time Call Center 67

Fonolo

MARCH 8, 2022

Behind hold times and high call volumes, management must ensure every agent is trained, every shift is covered, and every customer is satisfied. Call centers that provide exceptional customer service usually have many people working behind the scenes to ensure operational efficiency. Agent burnout.

call center workforce 75

call center workforce Call Center Agent burnout Management 75

Playvox

DECEMBER 13, 2022

But now that tickets, emails, and chat have entered the picture, interaction avoidance encompasses any effort contact center agents make to bypass working with customers in any channel. What does that look like day to day in your contact center? Transferring a customer to another department unnecessarily.

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84

Playvox

JANUARY 11, 2024

Call center workforce management is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost. WFM to the rescue.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

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?

Call Center 67

Call Center Schedule adherence Contact Center Agent burnout 67

Talkdesk

JULY 16, 2019

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. The answer is both.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

NobelBiz

MARCH 6, 2023

Predictive dialers occupy a cornerstone place in every outbound calling strategy as they shorten the time between answered calls, enabling your team to connect with your customers and reach new leads faster. Predictive dialer software is a computer program that contact centers use to automate outbound calls.

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52

Babelforce

JULY 29, 2021

It differs from handling time because it doesn’t include after call work or time on hold. It’s useful to know, but – time spent talking doesn’t necessarily indicate service quality. #2 2 Average handle time (AHT). That excludes any other elements of the call journey like IVR or routing time.

Call Center 52

Call Center Abandon rate Contact Center Agent burnout 52

SharpenCX

FEBRUARY 11, 2020

You dig through the discarded debris of packaging, find the number for customer service and give them a call. You press 4 to speak to customer service and then…you wait. Download Now: See what Frost & Sullivan marked as the most important trends impacting contact centers.

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

Fonolo

NOVEMBER 3, 2015

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. Keeping a close eye on the occupancy rate allows contact center managers to prevent agent burnout.

Call Center 52

Call Center Average Handle Time Schedule adherence Agent burnout 52