Contact Center Pipeline

JANUARY 28, 2021

Welcome, 2021! Although COVID-19 is still the central focus of our everyday lives, the contact center industry appears to be moving forward with optimism, lessons learned and plans for delivering customer service in a business environment that looks nothing like the previous years. As Einstein once […].

Contact Center 147

Contact Center Agent burnout Customer Service Morale 147

Fonolo

JULY 13, 2021

Do your contact center agents seem tired, irritable, or emotional? While it’s easy to assume they’re having a bad day, you could be ignoring a few classic signs of employee burnout. How to Foster Agent Engagement in a Hybrid Contact Center. What causes call center burnout?

Agent burnout 81

Agent burnout Call Center Morale Contact Center 81

Playvox

OCTOBER 19, 2021

If you’re a contact center professional, you’re probably feeling the pain of agent staffing shortages. in July 2021 , higher than pre-pandemic levels, yet the news is full of stories about businesses of all sizes across industries having difficulty finding employees. Increased agent burnout.

Contact Center 73

Contact Center Management Agent burnout Interactive Voice Response 73

TechSee

MAY 4, 2021

Physical contact centers were shut down, with agents hastily transitioned to a work from home (WFH) model and field service crews immobilized, yet calls from customers for assistance skyrocketed. businesses extended their remote working scheme to 2021. Inefficiencies in the traditional Call Center Model .

Customer Service 182

Customer Service Contact Center Agent burnout Call Center 182

Balto

FEBRUARY 6, 2023

With year-over-year attrition rates reaching 45% or above , the contact center can seem like a transient job. 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.

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Contact Center Coaching Surveys Scripts 52

Outsource Consultants

JUNE 15, 2022

Contact center agents are on the front lines of this growing problem, answering customer inquiries and giving shipping updates. The Impact on Contact Centers. The Impact on Contact Centers. The Impact on Contact Centers. The Impact on Contact Centers. The Situation.

Automotive 128

Automotive Transportation Contact Center Agent burnout 128

SmartAction

FEBRUARY 16, 2021

In addition to immediately answering every customer call, chat, or text inquiry with a friendly greeting, the virtual agent can route customers to the right service flow faster and escalate urgent issues to a live agent. If there is one word that customer-centric organizations are embracing in 2021, it’s empathy.

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Virtual Agent Agent burnout Wait times Chatbots 82