ShepHyken

MARCH 20, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. In this excellent article (actually an interview), Tencher emphasizes the importance of journey maps and how the basics haven’t changed.

Journey mapping 31

Journey mapping Agent burnout Customer Service Airlines 31

ShepHyken

APRIL 10, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: There is much I enjoyed with his article, but let’s start with the first paragraph. Here are my top five picks from last week.

Customer Service 31

Customer Service Agent burnout Chatbots Engineering 31

Voiptime

FEBRUARY 25, 2021

Job burnout has been a common problem for many years across industries. Let’s take a close look at it in our new article. Switching to remote work made it more serious than ever. What are its main symptoms and how to prevent it from happening?

Agent burnout 40

Agent burnout Call Center 40

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. About the Author Magnus Geverts is VP Product Marketing at Calabrio.

Agent burnout 52

Agent burnout Analytics Gamification Coaching 52

JustCall

NOVEMBER 22, 2023

The agent tech stack mess primarily breeds agent burnout. Agents are always overwhelmed with switching between multiple apps, manually feeding customer data, and struggling to provide efficient service. When agents are burnt out, they might take more sick days or even decide to leave, which creates a turnover problem.

Agent burnout 52

Agent burnout Upselling Coaching Contact center software 52

Playvox

NOVEMBER 29, 2022

While to the agent, it’s just handling another customer interaction, they are the “face” of the company and take the brunt of the rage from the customer. When customers are in a rage, it can be incredibly difficult to defuse the situation, creating stress and burnout for your agents. Examples Of Interaction Avoidance.

Contact Center 77

Contact Center Agent burnout Coaching Best practices 77

CSM Magazine

OCTOBER 4, 2022

These solutions boost agent effectiveness and engagement, while improving customer satisfaction and lowering costs, by using Qualtrics’ industry-leading natural language understanding and machine learning capabilities to identify sentiment, reasons for calls, common issue resolutions, compliance risks, and more.

contact center solutions 52

contact center solutions Contact Center Agent burnout Agent Empowerment 52

Mindtouch

MARCH 16, 2018

Regardless of the reason, an unhappy group of support agents can make for unhappy customers and seriously impact customer experience KPIs. Wherever you find agent burnout, dissatisfied customers are not far away. What makes customer support agents unhappy? Inadequate tools and resources.

Agent burnout 59

Agent burnout Customer Support Self service First call resolution 59

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. This specific article was originally written in 2015, but it received a major update in 2022 and offers excellent tips for support leaders.

Customer Service 97

Customer Service Complaint resolution Agent burnout Customer Support 97

Nicereply

MAY 28, 2019

All those factors can combine to cause agent burnout. If you’re not familiar with the term, agent burnout refers to when someone starts feeling cynical, disengaged, overwhelmed, and even depressed as a side effect of overworking. Outside of the negative effects on your agents, burnout also impacts your business.

Agent burnout 76

Agent burnout Metrics Feedback Surveys 76

Mindtouch

MAY 31, 2018

And you might be surprised to find that the obstacles causing high agent onboarding time are making things difficult on customers, too. The best product documentation, help content , and knowledge base articles in the world are useless if support agents can’t find them (or aren’t using them). Access to knowledge.

Agent burnout 63

Agent burnout Call Center Customer Support Customer Experience 63

Playvox

APRIL 4, 2023

Replacing agents lost to attrition is costly — averaging more than $14,000 per agent. Related Article: 7 Smart Ways to Reduce Call Center Turnover Forever The Role Of A Manager In Agent Well-Being Few things have a bigger impact on your agents’ emotional well-being than how they’re managed.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Playvox

DECEMBER 13, 2022

While some might only see this as an agent behavior issue, the truth is, it’s a broad problem with a significant impact on the business. Related Article: 17 Most Effective KPIs To Evaluate Customer Service Performance. Related Article: Why You Need to Measure Customer Experience in Your Contact Center. And Why it Matters).

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84

Playvox

OCTOBER 19, 2021

This difficulty includes finding contact center agents. It’s always been a challenge to recruit and retain talented agents. According to an article published on TechTarget , 35% of businesses report having difficulty finding contact center agent candidates with the necessary skills. Increased agent burnout.

Contact Center 73

Contact Center Management Agent burnout Interactive Voice Response 73

Playvox

AUGUST 25, 2021

Playvox and Dialpad have integrated their industry-leading workforce engagement management (WEM) tools and contact center solutions to deliver a unified offering that helps businesses improve both agent and customer experience. ENJOYING THIS ARTICLE? Related Article: 12 Signs Your Contact Center Needs a WEM Solution.

Management 57

Management Agent burnout Contact Center Coaching 57

Quality Contact Solutions

DECEMBER 31, 1969

It helps determine how your agents are operating, allowing management to make better informed decisions. If an agent’s utilization is at 95% while another is at 30%, that’s out of alignment. We’ve all seen it…call after call with little to no breaks can quickly turn into agent burnout. Talk about maximizing your ROI?!?!

Telemarketing 49

Telemarketing Agent burnout Call Center call center solutions 49

Playvox

JULY 31, 2023

Employee self-service can nurture employee satisfaction and agent performance and promote a motivated and engaged workforce. Shift swaps – Give agents the ability to self-serve in terms of trading their shift with a team member based on defined business rules.

Self service 85

Self service Management Coaching Contact Center 85

CCNG

MAY 11, 2022

The agent experience — small things matter We will delve into creative ways to improve the agent experience by promoting an agent-centric culture in a future article. Perhaps burnout is also happening because of the supply chain and service issues the U.S. We're just not seeing this in the U.S.

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 195

Playvox

APRIL 6, 2023

Related Article: Can Your WFM Solution Accurately Forecast In A Modern Digital Contact Center? If too many people are scheduled, you’ll see downtime between interactions, lower occupancy rates, and lower employee productivity for the agents. Related Article: 5 WFM Scheduling Tips To Make The Most Of Your Agents (and Improve Efficiency!)

Management 54

Management Contact Center Best practices Agent burnout 54

Outsource Consultants

JANUARY 17, 2018

In a recent article , Steve Kraus addresses a common, but major, problem in the call center industry: agent attrition. Customers are often frustrated and angry by the time they reach a call center agent, which means the agents should be upbeat with a fresh mind to engage the customer and make them happy. We can help!

Call Center 52

Call Center Agent burnout outsourcing Contact Center 52

CSM Magazine

OCTOBER 10, 2023

In one go, they increase planning flexibility, reduce idle time and facilitate better occupancy control to guard against agent burnout, which negatively affects AHT. 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

Playvox

MAY 25, 2023

Related Article: Why A Digital Contact Center Is Essential for Meeting Today’s Customer Expectations Digital Channels Aren’t All The Same As digital channel uptake accelerates, why is it important for contact center operations to understand the difference in terms of workforce planning?

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55

Playvox

SEPTEMBER 16, 2022

Related Article: 8 Benchmarks To Improve Your Live Chat Metrics. Related Article: How Support Tagging Boosts Product-Support Collaboration. Related Article: Top 5 Chat Conversation Tagging Challenges. Related Article: Uncover New Customer Insights with Customer AI. The Benefits Of Tagging. Find Conversations More Easily.

Finance 52

Finance Agent burnout Education Benchmark 52

Nicereply

JULY 27, 2021

In this article, we will explore the main aspects of capacity planning. Over time, this allows you to maintain a healthy team by reducing the chances of agent burnout and keeping your budget at levels that executives love to see. So how do you measure your current capacity and plan for future growth?

Customer Service 98

Customer Service Agent burnout Average Handle Time Education 98

CSM Magazine

AUGUST 8, 2023

While chatbots and Robotic Process Automation (RPA) help by automating simple or mundane activities, agents increasingly face a barrage of more complex and/or emotional interactions. Over the course of a single shift, the risk of agent burnout grows with a negative impact on mental wellbeing.

Employee engagement 52

Employee engagement Agent burnout Gamification Analytics 52

Nicereply

NOVEMBER 10, 2020

In this article, we cover what employee satisfaction is and five reasons you need to start investing in it today. Read more: How to prevent agent burnout. Or, the person who built the webpage where the customer went to make their purchase? The success or failure of the business is reliant on those individuals too.

Agent burnout 98

Agent burnout Finance Advertising Personalization 98

Playvox

APRIL 27, 2023

Related Article: Can Your WFM Solution Accurately Forecast In A Modern Digital Contact Center? Agents won’t burn out trying to channel jump to satisfy needs. Related Article: Best Contact Center Games to Play Remotely 3. It helps agents improve their performance and stay on track toward achieving goals.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

SharpenCX

JULY 2, 2020

Because it fuels agent burnout and customer frustrations rather than streamlining CX and reducing customer effort. In another recent article , Bocklund went into detail on this trend. Leaders find gaps in CX and try to putty them shut by adding new tools and more channels. ” It’s a fact.

Contact Center 76

Contact Center Customer Experience Agent burnout CRM 76

Babelforce

NOVEMBER 25, 2021

The right automation will help you: Bring up customer information for agents when they answer the call Take care of time-consuming manual work like data entry Intelligently route customers to the agents who are best suited to help. If you want more ideas for cutting AHT, this article has you covered. 9 Customer Effort Score.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

SharpenCX

AUGUST 4, 2020

You get this question a lot, so you already have a self-help article already written on the topic. Rather than send the customer straight to an agent, you set conversation triggers for words related to your most common questions, like “password.” And, your customers don’t have to repeat their information over and over again.

Call Center 67

Call Center Technology Self service Coaching 67

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.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Toister Performance Solutions

DECEMBER 19, 2017

My study on contact center agent burnout revealed a few factors that can lesson the risk. Burnout risk goes down when employees believe their company is customer-focused. Conclusions In his article, The Dopamine Economy , Umair Haque explains how many of our habits are unhealthy for our mental well-being.

Customer Service 75

Customer Service Agent burnout Contact Center 75

Babelforce

JULY 29, 2021

Consider using some of the routing strategies in this article to improve CTR. #11 The longest waiting call shows the longest time a caller had to wait on hold before getting through to an agent. Average idle time measures the time agents waiting for calls to come in. 11 Longest waiting call. 19 Average idle time.

Call Center 52

Call Center Abandon rate Contact Center Agent burnout 52

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?

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52

Global Response

AUGUST 7, 2023

In this article, we’ll walk you through the key elements of successful call center cultures, the strategies you need to cultivate and key areas to focus on to overcome common challenges. If creating a successful call center is proving challenging, our team has 40+ years of experience managing call centers and creating successful cultures.

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

Balto

DECEMBER 14, 2022

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. In this article, we’ll help you understand what call center productivity is, how to measure and track it with metrics and KPIs, and ways to improve it.

Call Center 52

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

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.

Agent burnout 52

Agent burnout Coaching Metrics Entertainment 52