CCNG

MAY 11, 2022

Our industry does a nice job of illustrating the functions agents perform inside a call center or from work-at-home. How can we effectively recruit, train, develop, and retain talent if we don't know who we are hiring or why they're applying for a call center job in the first place? Let's jump right in. ?

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 195

Playvox

FEBRUARY 2, 2022

Agent burnout directly harms the quality of customer service your business provides and significantly hurts your company’s bottom line. It’s hard to ignore the fact that contact centers are plagued with high agent burnout and turnover rates. What Causes Agent Burnout? Preventing Agent Burnout.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

Global Response

AUGUST 7, 2023

Culture is one of the most nebulous aspects of any company or team—but creating a positive one can make or break your employee experience, your customer service, and your bottom line. 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

Playvox

JANUARY 11, 2024

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM).

Call Center 52

Call Center Schedule adherence call center workforce Management 52

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. For example, a low AHT is a sign of fast service, but it’s not much use if customers aren’t satisfied with the help they receive. 21 essential call center KPIs. #1 4 Service level.

Call Center 52

Call Center Abandon rate Contact Center Agent burnout 52

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