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

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. It also helps to give team members a small amount of online time for socialization and team building. . Support agent burnout.

Call Center 62

Call Center Analytics Agent burnout Metrics 62

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