bold360 Blog

OCTOBER 17, 2019

account questions. This is the stuff of customer service agent burnout—those routine account questions that come up hour after hour after hour after…you get the picture. Liberate your agents and make chatbots do the work. are totally something a chatbot with natural language processing capabilities can handle.

Self service 40

Self service Customer Support Agent burnout Chatbots 40

Nicereply

JULY 27, 2021

Over time, this allows you to maintain a healthy team by reducing the chances of agent burnout and keeping your budget at levels that executives love to see. For example, If you offer Spanish and English support, you may need to consider how to staff each language queue differently to ensure you always have a native speaker available.

Customer Service 98

Customer Service Agent burnout Average Handle Time Education 98

Playvox

JULY 31, 2023

Employee self-service can nurture employee satisfaction and agent performance and promote a motivated and engaged workforce. Concurrent interactions were never a requirement in voice-only environments, but accounting for them helps you achieve greater economies of scale. My metrics : A display of an agent’s personal metrics.

Self service 85

Self service Management Coaching Contact Center 85

SharpenCX

JULY 2, 2020

That’s why we chatted with our friend Lori Bocklund, Founder & President of Strategic Contact , about what an omnichannel experience really is, and how to reach omni-nirvana – a seamless customer AND agent experience. What is omnichannel nirvana (and how does my contact center get there)? Bulldoze silos. Get your guide.

Contact Center 76

Contact Center Customer Experience Agent burnout CRM 76

Playvox

JANUARY 11, 2024

Read on for a complete guide on how to improve operational efficiency and deliver a better customer experience (CX) through WFM. How To Create A Culture Of Candor In A Customer Support Center A culture of candor is created from the top down. What is Workforce Management for Call Centers? Does your spreadsheet do all that?

Call Center 52

Call Center Schedule adherence call center workforce Management 52

SharpenCX

APRIL 29, 2020

And, you shouldn’t have to worry that running a lean contact center puts agents at risk for burnout and disengagement. Download Now: How to put your contact center data to work for a better customer experience. To keep your team engaged and performing at their best, your agents need to be coached daily.

Coaching 76

Coaching Management Contact Center Morale 76

Babelforce

JULY 29, 2021

This is a great metric for measuring customer sentiment – specifically, how likely they are to recommend your services to others. The NPS measurement isn’t complicated… it is long-winded, so you can find a full account here. Average idle time measures the time agents waiting for calls to come in. 19 Average idle time.

Call Center 52

Call Center Abandon rate Contact Center Agent burnout 52

SharpenCX

AUGUST 4, 2020

Let’s say a customer calls with a complaint about their account settings and wants to reset their password. Rather than send the customer straight to an agent, you set conversation triggers for words related to your most common questions, like “password.” What’s next? Creating brand loyalty is tough.

Call Center 67

Call Center Technology Self service Coaching 67

Sykes

DECEMBER 14, 2017

Are your agents able to accurately address questions about the coming year’s coverage, or do inquiries go unanswered? Do your agents go a step beyond to ensure issues are resolved and questions answered? Do they take members’ comfort levels with technology and overall demeanor into account during interactions? The good news?

Agent burnout 40

Agent burnout Healthcare Wait times Self service 40

Sykes

DECEMBER 14, 2017

Are your agents able to accurately address questions about the coming year’s coverage, or do inquiries go unanswered? Do your agents go a step beyond to ensure issues are resolved and questions answered? Do they take members’ comfort levels with technology and overall demeanor into account during interactions? The good news?

Agent burnout 40

Agent burnout Healthcare Wait times Self service 40

Noble Systems

OCTOBER 21, 2020

Using talk time to determine routing can help balance the work load by distributing calls more equitably, but again, it doesn’t necessarily mean that the agent who gets the call is going to be able to help the customer effectively or efficiently, potentially extending resolution times and customer frustrations.

First call resolution 57

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

Voxjar

JANUARY 11, 2018

Low Dead Air Time – Dead air on a call often means your reps are uncertain of how to respond to a customer and leaves customer waiting uncomfortably in limbo. Less Agent Burnout – A first call resolution leads to less customer frustration directed towards reps and makes an inherently stressful job more enjoyable.

First call resolution 40

First call resolution Contact Center Construction Agent burnout 40