CSM Magazine
JANUARY 25, 2023
Magnus Geverts shares his top tips for beating agent burnout—and the competition—in 2023. Great news for businesses that rely on the festive season to tide them over during the leaner months but extremely stressful for agents in contact centres. Next, rethink flexibility—what does it mean for your agents in 2023?
CSM Magazine
OCTOBER 10, 2023
For example, they may reduce talk time by implementing agent-assist technologies or they improve call routing to lower hold times. In one go, they increase planning flexibility, reduce idle time and facilitate better occupancy control to guard against agent burnout, which negatively affects AHT.
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Playvox
JANUARY 11, 2024
Effective scheduling not only ensures adequate coverage, but leverages agents’ skills and experience to maximize customer satisfaction and helps to avoid agent burnout. In addition, WFM solutions can provide agent-level tracking to help with performance management and agent engagement.
NobelBiz
MARCH 6, 2023
And it perfectly suits our topic for this article. In this article, we will define predictive dialers, enumerate their different use cases, and provide a step-by-step guide to set up your predictive dialing campaign successfully. As the adage goes, “Lost time is never found again.” What is Predictive Dialer Software?
CSM Magazine
SEPTEMBER 10, 2021
Training is a major cost for the industry and CX leaders often deal with 40% agent churn. 51% of poorly trained agents are pessimistic about their careers—an outlook that can lead to poor performance, unhappy customers, and agent burnout—yet 61% of agents who received good training felt optimistic.
NobelBiz
JUNE 4, 2024
Whether you’re a seasoned professional or new to the industry, this article will provide valuable insights to enhance your customer service strategies. Agent Training Proper training is essential for your call center agents to provide exceptional customer service. What is a Customer Service Call Center?
Nicereply
SEPTEMBER 6, 2022
A roundup of the best customer service articles from 2022—to help you learn something new, revisit long-standing topics, or simply enjoy. Achieving stellar customer support is a moving target, involving a mix of strategy, processes, policies, analytics, and even a little art.
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