Playvox

FEBRUARY 2, 2022

Agent burnout directly harms the quality of customer service your business provides and significantly hurts your company’s bottom line. It’s hard to ignore the fact that contact centers are plagued with high agent burnout and turnover rates. What Causes Agent Burnout? Preventing Agent Burnout.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

Fonolo

SEPTEMBER 30, 2021

Call center managers want to ensure that overall agent performance is meeting service levels, and that agents are working when and where they’re needed. Agent burnout. 5 Tips to Prevent Call Center Agent Burnout Before it Begins. How to Improve Call Center Agent Productivity.

Call Center 136

Call Center Schedule adherence Agent burnout call center software 136

Fonolo

SEPTEMBER 28, 2021

One single training strategy will ensure all of your agents are on the same page and will provide consistent service to all customers. 5 Best Practices for Training Remote Call Center Agents. Set goals for agents individually and as a team. Focus on preventing employee burnout.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

Fonolo

AUGUST 3, 2021

Custom reports need to meet your unique organizational goals by providing metrics that represent your values and tell the story of your team's impact. Here are some examples of how raw data can inform reporting: Hold time is an analytic that informs reporting on abandonment rates and service level. Service level.

Call Center 142

Call Center Abandon rate Contact Center Agent burnout 142

Playvox

APRIL 6, 2023

The WFM Scheduler The scheduler’s role is to ensure enough people are staffed for the forecasted 30-minute interval volumes to meet the customer demand, while also meeting labor requirements. Best Practice Tip To get real-time insights, your data has to really be arriving in real time.

Management 54

Management Contact Center Best practices Agent burnout 54

Playvox

JULY 31, 2023

A Gartner study reported that only 34% of agents were engaged at work — and they were 90% more likely to be disengaged when they were unclear about how to meet their goals. When agents are clear about their performance against their goals, they feel empowered to adjust their work accordingly. Who’s away?:

Self service 85

Self service Management Coaching Contact Center 85

Global Response

AUGUST 7, 2023

Some common company values are: integrity customer-centricity dedication sustainability teamwork curiosity Most importantly, your core values should be more than just lip service—they should factor into every other element of your culture. For example, let’s say teamwork is one of your core values. Follow the leader.

Call Center 62

Call Center Morale Employee engagement Customer centricity 62