Noble Systems

AUGUST 1, 2019

When agents are overloaded, they are often tardy to work, call in sick more frequently, take longer lunches and breaks, don’t show up to meetings and leave work early. If you notice that an agent’s schedule adherence has taken a dive, it is time to have a talk to determine if they are experiencing burnout.

Agent burnout 62

Agent burnout Contact Center Schedule adherence Gamification 62

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. Administrative time is reduced because AI-powered software factors in staffing and call volume forecasts, agent availability, and business needs.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Talkdesk

JULY 16, 2019

Challenges of Performance Management Traditionally, call center managers have used a combination of quality monitoring, team trainings, and one-on-one coaching to address employee engagement and improve agent performance. Team leaders report high levels of call center attrition and agent burnout after certain periods of time.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43