Fonolo

JANUARY 25, 2022

From organizing call center agents to employing the right technology and developing a customer experience strategy, there are plenty of moving pieces in the successful operation of a contact center. 5 Tips to Prevent Call Center Agent Burnout Before it Begins. Agent onboarding and training. How do I get started?

call center workforce 81

call center workforce Call Center Agent burnout Interactive Voice Response 81

NobelBiz

FEBRUARY 21, 2023

It is challenging to offer a good customer experience when customers hate long wait times. One solution to this problem is to increase the capacity of call center agents. However, if your contact center experiences occasional call spikes, hiring additional agents can increase agent downtime and costs.

Best practices 52

Best practices Contact Center Abandon rate Management 52

Playvox

OCTOBER 19, 2021

Being short-staffed causes gaps in the schedule and results in a situation where there are simply not enough agents to handle volume. Increased abandon rates. Customers will only wait so long in the queue before they give up. Increased agent burnout. Integrating systems is one way to improve handle times.

Contact Center 73

Contact Center Management Agent burnout Interactive Voice Response 73

NobelBiz

MARCH 6, 2023

Predictive dialers occupy a cornerstone place in every outbound calling strategy as they shorten the time between answered calls, enabling your team to connect with your customers and reach new leads faster. This can reduce customer wait times and ensure that agents promptly address their issues.

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52

Xaqt

FEBRUARY 26, 2020

In fact, states and communities that have implemented coronavirus hotlines are already experiencing high call volume and long wait times. The first is to establish a program for agents to work from home.

Call Center 52

Call Center Interactive Voice Response Agent burnout Wait times 52

Noble Systems

OCTOBER 21, 2020

As the first line of interaction for customers calling a company, the ACD software is a vital piece of an organization’s technology. That’s why more and more call centers are relying on ACDs to enable a smooth, efficient process by connecting the right caller with the right agent, as quickly as possible. What does an ACD do?

First call resolution 57

First call resolution Call Center Interactive Voice Response call center software 57