Nicereply
SEPTEMBER 6, 2022
A roundup of the best customer service articles from 2022—to help you learn something new, revisit long-standing topics, or simply enjoy. That’s why we’ve rounded up this handy list, so you have all top customer support blogs published (so far) in 2022 in one accessible place. 2022’s top customer service blogs.
Fonolo
MARCH 8, 2022
As call center leaders, we know the list of things to manage on the floor is endless. Behind hold times and high call volumes, management must ensure every agent is trained, every shift is covered, and every customer is satisfied. One vital aspect of call center efficiency is call center workforce management (WFM).
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Fonolo
JANUARY 25, 2022
Although it sounds technical, WFO is just a fancy way of speaking to the management of all things call center-related in a way that boosts agent productivity and overall call center performance—however, there is a lot involved in developing a successful WFO strategy, and we have you covered with all the details.
Playvox
APRIL 4, 2023
Just like agents are protecting your company, contact center leaders and managers need to protect them and their mental health. Signs And Effects Of Poor Agent Emotional Well-Being In Your Contact Center Working with customers requires a lot of emotional labor from your customer service center agents — even if customers are happy.
Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic
In this presentation, we will discuss the five critical components for building a successful coaching program that uses AI to allow managers and agents to engage in constructive dialogue to reduce burnout and increase employee engagement. The importance of efficiency when onboarding and training agents.
Outsource Consultants
JANUARY 3, 2024
Grading our 2023 BPO Industry Predictions Prediction: Agent Morale is 2023’s Top Priority In late 2022, we heard from new clients that a key concern for 2023 was partnering with BPO vendors adept at managing rising attrition rates.
Babelforce
SEPTEMBER 22, 2023
It contributes to the industry’s notoriously high agent attrition rates, which averaged around 38% in 2022. When questioned, 62% of call center agents identified burnout as one of their top workplace challenges. It’s estimated that the cost of replacing a single agent is anywhere between $5,000 to $7,500.
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