Agent burnout Analytics Coaching Employee engagement 
CSM Magazine
AUGUST 8, 2023
Discover the secret to agent wellbeing in your contact centre with hints and tips that work. Bob Dylan once sang, ‘The Times They Are a-Changin’ and when it comes to prioritising employee engagement, this is certainly true. 5 Common Sense Tips for Driving Employee Engagement 1. Then apply a little common sense.
Noble Systems
SEPTEMBER 3, 2019
So, let’s dive into the top five causes of agent burnout and look into what you can do to combat them. Overworking agents. They also allow agents to easily see their schedule information and make requests for time off, bid on shifts or make swaps, giving them more ownership into their schedules. Speech analytics.
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Playvox
APRIL 27, 2023
Address all challenges that come up — for customers and agents. Leverage advanced analytics to gauge metrics such as customer retention rates and employee productivity. Use analytics to measure CX to maintain or exceed customer expectations and brand standards. Make changes based on these actionable insights.
Talkdesk
JULY 16, 2019
Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification.
Balto
FEBRUARY 6, 2023
Figure 12: Satisfaction Metrics by Mentor Another facet of mentorship that we looked at was coaching type and frequency. The takeaway here is that agents appreciate coaching, training, and feedback — and for the most part, more is better. 5 job satisfaction rating on average) and leading training sessions (3.99/5
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