Balto

FEBRUARY 6, 2023

With year-over-year attrition rates reaching 45% or above , the contact center can seem like a transient job. But in reality, we found that while many people leave within their first year, a majority of tenured agents spend longer in the contact center than they originally planned — and they’re happy to have done so.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

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. The beauty of cloud-first contact centre solutions is they make light work of scaling up and down as your business changes.

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

JustCall

MAY 23, 2023

As the upcoming Customer Contact Week (CCW) in Las Vegas approaches, JustCall is poised to unveil a powerful new solution that will transform the way businesses handle customer experience. Visit us at Booth #505 at CCW Las Vegas Your customer experience is under scrutiny in the contact center and customer expectations are at an all-time high.

Customer Experience 52

Customer Experience Agent burnout SaaS Contact Center 52

Playvox

JANUARY 11, 2024

Call center workforce management is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost. WFM to the rescue.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

SharpenCX

JUNE 3, 2020

We’re sharing 19 workforce optimization statistics so you can better understand what matters to your agents and how supporting their needs is better for business. Nearly a third of contact center leaders, some 30%, believe their current tools aren’t cutting it and fail to help agents deliver standout customer experiences.

Customer Experience 84

Customer Experience Agent burnout Contact Center Metrics 84

NobelBiz

MARCH 6, 2023

Predictive dialer software is a computer program that contact centers use to automate outbound calls. It automatically dials multiple phone numbers simultaneously and uses algorithms to predict when an agent will be available to handle a call. Let’s start with the basics. How do Predictive Dialers Work?

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52

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. That’s where leveraging contact center performance management software can help. The answer is both.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Balto

NOVEMBER 2, 2023

Modern enterprise contact center solutions utilize Artificial Intelligence (AI) and Machine Learning (ML) to identify customer pain points, the causes of low scores, and why your customers aren’t satisfied with their experience with your company. A contact center is considered successful if it’s customer-centric.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

Balto

MARCH 29, 2023

Leveraging Artificial Intelligence (AI) in your contact center can help you solve even the most challenging customer experience problems. And with customers having higher service level expectations than ever, deploying AI solutions into your existing contact center systems is vital for business success.

Contact Center 52

Contact Center Interactive Voice Response Coaching Virtual Agent 52

Playvox

APRIL 27, 2023

Contact center trends can directly impact success. For the greatest impact and a clear competitive edge, contact center leaders must choose wisely when making business decisions about the trends to prioritize and implement in their organizations — because all change, even positive change, costs time and resources.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

Hodusoft

AUGUST 9, 2023

Improving Customer Service in BPOs with Multi-Tenant Contact Center Software Noted management guru Peter F. With the first option, you get the choice of logging into your analytics and getting real-time reports on various Key Result Areas (KRAs) and Key Performance Indicators (KPIs.) What is Multi-tenant Contact Center Software?

Contact center software 52

Contact center software Contact Center Customer Service Agent burnout 52

Aria Solutions

MARCH 31, 2020

The 5 Pillars of the Modern Contact Center. To help organizations understand where to start, we defined the 5 pillars a modern contact center should have to deliver the type of experience customers want. Advanced Tools for Agents to Provide Better Support. AI & Predictive Analytics. Callback Request.

Contact Center 62

Contact Center Agent burnout Self service Chatbots 62

SharpenCX

JULY 2, 2020

As digital channels grow in popularity, contact centers need to put more intention into their omnichannel strategies. What is omnichannel nirvana (and how does my contact center get there)? But too often, contact center leaders can’t get a real grip on how to create a successful omnichannel experience.

Contact Center 76

Contact Center Customer Experience Agent burnout CRM 76

Fonolo

JANUARY 25, 2022

From organizing call center agents to employing the right technology and developing a customer experience strategy, there are plenty of moving pieces in the successful operation of a contact center. Getting all those nuts and bolts to run in perfect harmony is often referred to as call center workforce optimization (WFO).

call center workforce 81

call center workforce Call Center Agent burnout Interactive Voice Response 81

Voxjar

JANUARY 11, 2018

First Call Resolution (FCR) is arguably the most important metric for small and midsize contact centers to track. Despite the importance of tracking FCR, small and midsize contact centers are often at a disadvantage compared to the big budgets and resources that larger contact centers have.

First call resolution 40

First call resolution Contact Center Construction Agent burnout 40

CSM Magazine

AUGUST 8, 2023

Ask agents what would make a positive difference to their working lives—don’t assume you know. VoE tools such as speech analytics dynamically capture how agents are feeling and are a powerful way to collect indirect feedback, such as signs of frustration or fatigue. References – State of the Contact Center 2022.

Employee engagement 52

Employee engagement Agent burnout Gamification Analytics 52

JustCall

NOVEMBER 22, 2023

Many growing businesses are struggling with this very hidden blocker that’s making it hard for their agents to work efficiently. It’s called the “agent tech stack mess”. The agent tech stack mess primarily breeds agent burnout. However, they don’t need more tools instead better coaching.

Agent burnout 52

Agent burnout Upselling Coaching Contact center software 52

Playvox

AUGUST 25, 2021

Recent surveys confirm that almost 40% of companies prefer to buy integrated workforce solutions from their contact center provider, as opposed to buying from independent vendors. Read the Press Release: Dialpad and Playvox Partner to Optimize Agent and Customer Experience through Dialpad Contact Center.

Management 57

Management Agent burnout Contact Center Coaching 57

Balto

DECEMBER 14, 2022

Improving productivity is one of the biggest challenges modern contact centers face. 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. Speech analytics. Text analysis.

Call Center 52

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

Playvox

SEPTEMBER 16, 2022

Drive Change in Your Product or Process with Tag Analytics. Related Article: How Contact Center Agent Burnout Decreases Productivity (And What You Can Do About It). Tagging allows you to efficiently sort through your conversations and pull up only the ones related to a particular issue.

Finance 52

Finance Agent burnout Education Benchmark 52

Noble Systems

OCTOBER 21, 2020

Keeping agents and customers satisfied is critical in today’s fast-paced environments. An ACD that helps you automate tasks can reduce agent burnout, free resources for more complex tasks, and provide faster service for customers. Is there access to the right information and analytics tools, when you need it? .

First call resolution 57

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