Playvox

APRIL 6, 2023

If too many people are scheduled, you’ll see downtime between interactions, lower occupancy rates, and lower employee productivity for the agents. If not enough people are scheduled, you will often see agent burnout due to minimal breaks between interactions, a higher-than-ideal occupancy rate, and higher overtime costs.

Management 54

Management Contact Center Best practices Agent burnout 54

NobelBiz

MARCH 6, 2023

Here are some tips for creating an effective message: Start with a clear and attention-grabbing opening statement that is relevant to your target audience. Pacing ratio : This is the ratio of the number of phone numbers dialed to the number of agents available to handle calls.

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52

NobelBiz

FEBRUARY 21, 2023

Customers are becoming more demanding, expecting rapid and accurate solutions to their inquiries. This is where the need for better management of callbacks in contact centers emanates. And the best practices and tips for managing callbacks Agents proposing the best product or service is no longer a sure bet for success.

Best practices 52

Best practices Contact Center Abandon rate Management 52