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

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. They no longer only interact with a call center worker or a delivery driver; they liaise with email campaigns, chatbots, review sites, and social media.

Customer Service 31

Customer Service Agent burnout Chatbots Engineering 31

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.

Call Center 52

Call Center Agent burnout outsourcing Contact Center 52

Quality Contact Solutions

DECEMBER 31, 1969

There are lots of ways to measure your call center staff utilization. We all want our agents busy, but not too busy, right? Staff utilization, also referred to as agent utilization is simply the percentage of time an agent is spent handling customer interactions. Staff utilization is not just calling, is it?

Telemarketing 49

Telemarketing Agent burnout Call Center call center solutions 49

Mindtouch

MAY 31, 2018

When you examine the customer support agent experience, you’re doing more than putting your customer service efficiency under the microscope. Support agents are the people who likely know your customer best. Just think about how many times your call center team interacts with customers daily. Access to knowledge.

Agent burnout 63

Agent burnout Call Center Customer Support Customer Experience 63

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

Babelforce

SEPTEMBER 22, 2023

According to a recent report by Gallup, 76% of workers will experience burnout at some point in their job. But for call centers, burnout is especially common. It contributes to the industry’s notoriously high agent attrition rates, which averaged around 38% in 2022. But what exactly is agent burnout?

Agent burnout 52

Agent burnout Contact Center Call Center Surveys 52

Playvox

OCTOBER 19, 2021

According to an article published on TechTarget , 35% of businesses report having difficulty finding contact center agent candidates with the necessary skills. With the holiday rush looming, an agent shortage could be detrimental to business. What happens when you don’t have enough contact center agents?

Contact Center 73

Contact Center Management Agent burnout Interactive Voice Response 73

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

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

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

NobelBiz

MARCH 6, 2023

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. As the adage goes, “Lost time is never found again.”

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52

Babelforce

NOVEMBER 25, 2021

With this in mind, here are the ten call center metrics that many experts agree are absolutely vital. They’re enough to provide insight into all aspects of your contact center – from efficiency to customer experience and agent productivity – without overwhelming you with data. Top Ten Call Center Metrics. #1

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

CX Global Media

JULY 1, 2017

Get the full article. Lassoing the Wild West Contact Center Technology. Very few people in the contact center industry know technology as well as Lori Bocklund. Get the full article. Hiring the Best Contact Center Agents through Candidate Experience. Get the full article. Get the full article.

Contact Center 13

Contact Center Agent burnout Interactive Voice Response Chatbots 13

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. What Is Call Center Productivity? How to Calculate and Measure Call Center Agent Productivity.

Call Center 52

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

Babelforce

JULY 29, 2021

But every so often you should do yourself a big favor and shake up the call center KPIs your measure. 21 essential call center KPIs. #1 Talk time is a simple metric; it’s the total time agents spend dealing with callers. It differs from handling time because it doesn’t include after call work or time on hold.

Call Center 52

Call Center Abandon rate Contact Center Agent burnout 52

SharpenCX

AUGUST 4, 2020

As a call center agent, a day of work can be like whiplash. Something goes awry and they’re swamped with back to back phone calls from angry customers. On top of that, agents often feel responsible for salvaging struggling customer relationships. According to one study, 74% of call center agents are at risk.

Call Center 67

Call Center Technology Self service Coaching 67

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

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

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

Balto

MARCH 29, 2023

On top of that, your customers will be able to have their problems solved quickly with no human interaction, saving you the cost of lost customers that can’t afford to wait for a human agent to answer the phone after waiting on hold and being forced to go through the Interactive Voice Response (IVR) system.

Contact Center 52

Contact Center Interactive Voice Response Coaching Virtual Agent 52

aircall

OCTOBER 31, 2016

We’ve looked at ways to measure customer satisfaction , but this article will go into a means to provide it: a solid and clever omnichannel strategy. This is a recipe for agent burnout , and for an unsuccessful and unsustainable strategy. In the race for customer loyalty, excellent customer service is a major asset.

outsourcing 48

outsourcing Multichannel Agent burnout Self service 48