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. Some contact centers experience almost no turnover at all.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

Noble Systems

SEPTEMBER 3, 2019

In Part 1 of this two-part series on contact center burnout we covered some of the warning signs of agent overload. Because burnout can lead to agent attrition – which can cost your business a tremendous amount each year. Overworking agents. Lack of proper agent training.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

Balto

MARCH 29, 2023

Leveraging Artificial Intelligence (AI) in your contact center can help you solve even the most challenging customer experience problems. And with customers having higher service level expectations than ever, deploying AI solutions into your existing contact center systems is vital for business success.

Contact Center 52

Contact Center Interactive Voice Response Coaching Virtual Agent 52

Fonolo

AUGUST 3, 2021

This is where organizing your contact center metrics into custom reports comes into play. The Executive Guide to Improving 6 Call Center Metrics. What is a call center report? Call length is an analytic that informs reporting on First Contact Resolution (FCR). Important call center KPIs. Agent occupancy.

Call Center 142

Call Center Abandon rate Contact Center Agent burnout 142

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. Coaching one-on-ones. Interviews.

Agent burnout 81

Agent burnout Contact Center Average Handle Time Call Center 81

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. Coaching one-on-ones. Interviews.

Agent burnout 67

Agent burnout Contact Center Average Handle Time Call Center 67

Fonolo

AUGUST 15, 2023

The Executive Guide to Improving 6 Call Center Metrics Occupancy rate is rarely calculated on an individual level; typically it will be used to determine which times of day, week or year you will need to schedule more agents to handle call volume. Why is Occupancy an Important Call Center Metric? Very important indeed!

Call Center 67

Call Center Schedule adherence Contact Center Agent burnout 67