Playvox

OCTOBER 19, 2021

If you’re a contact center professional, you’re probably feeling the pain of agent staffing shortages. unemployment rate was 5.4% Similarly, the UK and Canada have not yet returned to pre-pandemic unemployment rates. This difficulty includes finding contact center agents.

Contact Center 73

Contact Center Management Agent burnout Interactive Voice Response 73

Xaqt

FEBRUARY 26, 2020

There is a lot of misinformation on the internet, and providing employees easy access to verified and accurate information will have a positive impact on moral and reduce fear. Employee Information Hotlines Keeping employees up to date on the current situation and your company's policies and procedures is critical.

Call Center 52

Call Center Interactive Voice Response Agent burnout Wait times 52

Fonolo

SEPTEMBER 28, 2021

To help start you off on the right foot, we’ve put together a guide about all things call center management , so you know exactly how to succeed and can teach your agents how to do the same. The Contact Center Guide to Managing Spikes in Call Volume. Why strong call center management is important.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

Babelforce

JULY 29, 2021

3 Call abandonment rate. Callers tend to abandon the queue when they have to wait for too long. Keep track of how often this happens by measuring your call abandonment rate – that’s the percentage of callers who quit while waiting. Best-in-class contact centers use virtual queuing to avoid long periods of hold. #9

Call Center 52

Call Center Abandon rate Contact Center Agent burnout 52