Fonolo

SEPTEMBER 28, 2021

They motivate employees through goal setting, help resolve conflicts, and play a large role in improving employee morale. Average abandonment rate – the percentage of customers who hang up before interacting with an agent. Note which times on which days are busiest and be sure to schedule your agents accordingly.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

Playvox

OCTOBER 19, 2021

Solutions include reducing agent-assisted volume, maximizing the capacity you already have, and automating processes in order to relieve agent burdens. What happens when you don’t have enough contact center agents? When you have an agent shortage, it causes significant CX, operational, morale, and cost issues.

Contact Center 73

Contact Center Management Agent burnout Interactive Voice Response 73

JustCall

MARCH 6, 2023

They reveal agent strengths and weaknesses, as well as customer satisfaction, and whether or not you have the right people and technology in place. They can show whether you need to upgrade technology solutions to meet changing customer expectations and call volumes. Extra agent training for new technology can do the same.

Call Center 52

Call Center Abandon rate Average Handle Time Metrics 52

Xaqt

FEBRUARY 26, 2020

The first is to establish a program for agents to work from home. The other is to evaluate which of your current calls, or anticipated calls, can be automated using Xaqt's conversational IVR technology.

Call Center 52

Call Center Interactive Voice Response Agent burnout Wait times 52