Nicereply

JULY 27, 2021

In this article, we will explore the main aspects of capacity planning. Capacity planning is the process of understanding and predicting the volume an individual team can handle effectively to meet current and future demands. That means that your agent’s working capacity is 125 hours in a work month.

Customer Service 98

Customer Service Agent burnout Average Handle Time Education 98

CSM Magazine

OCTOBER 10, 2023

Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. It’s important to strike the balance between speed and personalised service delivery.

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

Playvox

APRIL 4, 2023

Signs And Effects Of Poor Agent Emotional Well-Being In Your Contact Center Working with customers requires a lot of emotional labor from your customer service center agents — even if customers are happy. Burnout Burnout is at the heart of poor emotional well-being in a contact center.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

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

JANUARY 11, 2024

As customer interactions and support have become more complex, and contact centers provide omnichannel support, call center leaders need a better way to maximize agent performance, gain operational efficiencies, and deliver an outstanding customer service experience. Does your spreadsheet do all that?

Call Center 52

Call Center Schedule adherence call center workforce Management 52

NobelBiz

MARCH 6, 2023

As the adage goes, “Lost time is never found again.” And it perfectly suits our topic for this article. Predictive dialers occupy a cornerstone place in every outbound calling strategy as they shorten the time between answered calls, enabling your team to connect with your customers and reach new leads faster.

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52

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. It has negative implications on your customer experience, forecasting, scheduling, and overall budget. Related Article: 17 Most Effective KPIs To Evaluate Customer Service Performance.

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84