Fonolo

MARCH 8, 2022

Managers need to account for the varying skill-sets and experience levels of their employees, as more experienced agents might be required for higher call volume times. Other considerations include business processes, agent capacity, performance, tenure, and availability to avoid compromising their engagement and loyalty.

call center workforce 75

call center workforce Call Center Agent burnout Management 75

aircall

DECEMBER 28, 2020

Team members are individual in their skills and personalities. At the same time, managers must ensure that all team members are working toward the same goals. Beyond that, all employees have a responsibility to communicate well and to be accountable. Support agent burnout. 1) Analytics. 5) Ownership.

Analytics 62

Analytics Call Center Agent burnout Metrics 62

Noble Systems

OCTOBER 21, 2020

That may be good to funnel calls to your faster agents, but it is not very efficient, runs the risk of under-utilizing some agents, and does not necessarily ensure that the person receiving the call is qualified to assist the customer. The first to pick up handles the call.

First call resolution 57

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