Fonolo

FEBRUARY 14, 2019

News Careers report found that customer service representatives suffer from below-average job flexibility. We’ve previously discussed ways to combat agent burnout , but today we ask: What are the symptoms? The Top Contact Center Trends to Watch in 2019. What’s Inside: Gamification in the Contact Center.

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Agent burnout Call Center Gamification Contact Center 80

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. The answer is both.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Fonolo

FEBRUARY 19, 2019

Telltale Signs: How to Identify Call Center Agent Burnout. Customer Experience Trends. The contact center really just one component of the bigger world of customer service or customer experience. On the Horizon: Customer Service Trends in 2019 [Report]. Investing in Agents.

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Call Center Contact Center Agent burnout Gamification 62