Fonolo

JANUARY 31, 2022

Agent productivity shouldn’t solely be based on the output of an agent – rather, it should consider the overall experience during each customer interaction. Learn how you can better your team performance below… How to Foster Agent Engagement in a Hybrid Contact Center. 5 Ways to Help Agents Stay Productive.

Call Center 87

Call Center Average Handle Time Agent burnout Contact Center 87

Playvox

APRIL 4, 2023

According to the 2023 Customer Rage Study by CCMC and Arizona State University , 74% of respondents reported experiencing a problem with a company’s product or service, up from 66% in 2020 and 56% in 2017. Gallup reports that low-effort managers engaging in “quiet firing” is a big issue.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Balto

FEBRUARY 6, 2023

But in reality, we found that while many people leave within their first year, a majority of tenured agents spend longer in the contact center than they originally planned — and they’re happy to have done so. In our survey, 46.7% In our survey, we found that 62.96% of tenured agents had a mentor at work.

Contact Center 52

Contact Center Coaching Surveys Scripts 52