SmartAction

FEBRUARY 16, 2021

Whether your company uses CSAT, NPS, CES, or some other metric to measure customer satisfaction, one thing is certain — customer satisfaction plays a critical role to a company’s financial success. Ultimately, both live agents and virtual agents contribute to the customer experience, albeit in very different ways.

Virtual Agent 82

Virtual Agent Agent burnout Wait times Chatbots 82

Playvox

APRIL 6, 2023

If too many people are scheduled, you’ll see downtime between interactions, lower occupancy rates, and lower employee productivity for the agents. If not enough people are scheduled, you will often see agent burnout due to minimal breaks between interactions, a higher-than-ideal occupancy rate, and higher overtime costs.

Management 54

Management Contact Center Best practices Agent burnout 54

Playvox

APRIL 4, 2023

From a contact center leader’s perspective, you can protect agents’ emotional and mental well-being in these situations by using your customer sentiment analysis solution to monitor for language common to customers with high emotional demands.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

NobelBiz

MARCH 6, 2023

The software then uses algorithms and machine learning techniques to predict when an agent will become available to take a call. This analysis is based on historical customer data and traffic patterns. Screen calls and route them to the most appropriate agent based on the customer’s needs and/or inquiry type.

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52

Balto

FEBRUARY 6, 2023

The whole team benefits before, during, and after an internal promotion.” – Michelle Barbeau, Senior Customer Enablement Manager The only metric which didn’t improve linearly with rate of internal promotion was whether or not respondents were actively working towards a promotion. Suddenly, their work has greater meaning and impact.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

JustCall

MARCH 7, 2023

Let’s begin with these six components of contact centers: Hardware and software Data tracking, monitoring, analysis Scripts and messaging templates Self-service Cloud-based contact centers Superstar call agents These components facilitate the contact center process in three steps, as discussed below.

Contact Center 52

Contact Center Multichannel Contact center software contact center solutions 52

Balto

NOVEMBER 2, 2023

AI-powered QA and conversation analytics solutions have made it possible for contact centers to automate data collection and analysis with real-time insightful reports and forecasts. These inefficiencies can be a result of low agent morale, high turnover rates, agent burnout, and a lack of self-service channels.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

Playvox

MAY 25, 2023

WFM systems enable organizations to gain insights into such business metrics as the exact number of employees needed to complete a particular job at a given time of the day, week, or month. and scheduling the correct number of agents with the right skills at the right time to handle the expected volume of transactions.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55

Playvox

SEPTEMBER 16, 2022

But if your agents aren’t tagging these conversations for analysis and action, you aren’t getting the full value out of your chat software. Related Article: 8 Benchmarks To Improve Your Live Chat Metrics. Related Article: How Contact Center Agent Burnout Decreases Productivity (And What You Can Do About It).

Finance 52

Finance Agent burnout Education Benchmark 52

Balto

DECEMBER 14, 2022

There are many things you can do to make your call center more productive, like motivating your agents, equipping them with technological solutions, and implementing self-service options. But before thinking about solutions, it’s important to measure your current productivity metrics to be able to track progress down the line.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

aircall

OCTOBER 31, 2016

The time spent on your website, the pages visited, the reactions to changes you implement in your product, there are countless metrics to track in order to understand your customers. However, data collection, monitoring, and analysis is an endeavor as time-consuming as it is necessary. Customer service is everyone’s job.

outsourcing 48

outsourcing Multichannel Agent burnout Self service 48