Noble Systems

SEPTEMBER 3, 2019

In addition, you may be risking your reputation and impeding the quality of customer service, which can lead to plummeting customer satisfaction. So, let’s dive into the top five causes of agent burnout and look into what you can do to combat them. Overworking agents. Lack of proper agent training. Gamification.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

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. This has a negative impact on occupancy rates and service level and can cause greater strain on others.

Agent burnout 62

Agent burnout Contact Center Schedule adherence Gamification 62

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.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43