Fonolo

FEBRUARY 14, 2019

Call centers have become notorious for possessing one of the highest employee attrition rates of any industry. According to Talkdesk , call centers have a turnover rate ranging from 30 to 45 percent. This isn’t entirely surprising: Call centers are stressful work environments. Investing in Agents.

Agent burnout 80

Agent burnout Call Center Gamification Contact Center 80

Fonolo

AUGUST 5, 2021

The 2019 LinkedIn Workforce Learning Report states that 94% of employees polled would remain with an organization longer if there were learning opportunities available. We’ve put together our top 5 best practices for training remote agents to help you out. 15 Powerful Call Center Training Methods. Virtual workshops.

Best practices 159

Best practices Call Center virtual call center Agent burnout 159

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. Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Fonolo

FEBRUARY 19, 2019

One the recurring tropes in our industry is that consumer behavior and/or new channels and/or AI will lead to a decrease in the importance of the plain old phone call. Is there #VoiceShrinkage in the Contact Center? AI is Not Reducing Call Center Agent Employment. Call Center Metrics.

Call Center 62

Call Center Contact Center Agent burnout Gamification 62

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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Contact Center

SharpenCX

APRIL 29, 2020

What happened in May of 2019, and how did volume compare with April and June of 2019? Did call volume decrease substantially in June because people flocked to the beach for summer vacation? In May of 2019, you handled an average of 2000 interactions per day. Get 29 tips to improve coaching in your contact center.

Coaching 76

Coaching Management Contact Center Morale 76

Balto

FEBRUARY 6, 2023

2021 Contact Center Agent Survey Report – Balto Ai. We Surveyed 500 Managers About Call Center Coaching. What Does the Contact Center of 2030 Look Like? How to Fix Onboarding, According to 400+ Contact Center Employees – Balto Ai. 2019, January 23). Evidence From Call Center Interactions.

Contact Center 52

Contact Center Coaching Surveys Scripts 52