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. Will ChatGPT Replace The Contact Center Agent? He contacted me (and several other experts) for comments about agent burnout.

Journey mapping 31

Journey mapping Agent burnout Customer Service Airlines 31

Babelforce

SEPTEMBER 22, 2023

It’s estimated that the cost of replacing a single agent is anywhere between $5,000 to $7,500. But what exactly is agent burnout? We break it down in this article. Read on for: • What is Agent Burnout? • Why is Preventing Agent Burnout Important? • Why is Preventing Agent Burnout Important?

Agent burnout 52

Agent burnout Contact Center Call Center Surveys 52

Playvox

JULY 31, 2023

Employee self-service can nurture employee satisfaction and agent performance and promote a motivated and engaged workforce. Easy access to the right data you need — when you need it — is critical to efficiency in your service center. Absence requests – Let agents self-serve for all types of leave requests.

Self service 85

Self service Management Coaching Contact Center 85

Playvox

APRIL 6, 2023

Maximizing workforce management efficiency through real-time data is an often-overlooked advantage for contact centers. Related Article: Can Your WFM Solution Accurately Forecast In A Modern Digital Contact Center? 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

Playvox

JANUARY 11, 2024

Call center workforce management is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost. WFM to the rescue.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

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

CSM Magazine

OCTOBER 10, 2023

The beauty of cloud-first contact centre solutions is they make light work of scaling up and down as your business changes. In one go, they increase planning flexibility, reduce idle time and facilitate better occupancy control to guard against agent burnout, which negatively affects AHT.

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

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

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

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. Predictive dialer software is a computer program that contact centers use to automate outbound calls.

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52

CX Global Media

JULY 1, 2017

This was the buzz at the 2017 ICMI Contact Center Expo. Just like every other industry, to be successful in the contact center industry hinges on your support network. This was the buzz at the 2017 ICMI Contact Center Expo” Click to Tweet. What’s Hot at ICMI Contact Center Expo.

Contact Center 13

Contact Center Agent burnout Interactive Voice Response Chatbots 13

Toister Performance Solutions

DECEMBER 19, 2017

The average contact center agent juggles five to seven computer programs using two monitors. 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. We're asked to multitask.

Customer Service 75

Customer Service Agent burnout Contact Center 75

Playvox

APRIL 27, 2023

Contact center trends can directly impact success. For the greatest impact and a clear competitive edge, contact center leaders must choose wisely when making business decisions about the trends to prioritize and implement in their organizations — because all change, even positive change, costs time and resources.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

Balto

MARCH 29, 2023

Leveraging Artificial Intelligence (AI) in your contact center can help you solve even the most challenging customer experience problems. And with customers having higher service level expectations than ever, deploying AI solutions into your existing contact center systems is vital for business success.

Contact Center 52

Contact Center Interactive Voice Response Coaching Virtual Agent 52

CSM Magazine

OCTOBER 4, 2022

Real-Time Agent Assist uses AI and Machine Learning to analyze customer needs and emotions, then deliver real-time coaching so contact center agents can take the best next step for customers. Real-Time Agent Assist. Conventional agent assist solutions rely only on call metadata and keywords or phrases.

contact center solutions 52

contact center solutions Contact Center Agent burnout Agent Empowerment 52

SharpenCX

JULY 2, 2020

As digital channels grow in popularity, contact centers need to put more intention into their omnichannel strategies. What is omnichannel nirvana (and how does my contact center get there)? But too often, contact center leaders can’t get a real grip on how to create a successful omnichannel experience.

Contact Center 76

Contact Center Customer Experience Agent burnout CRM 76

Playvox

MAY 25, 2023

Contact centers have changed drastically in recent years. The once “in-person” centers dealing with inbound calls have been replaced by global, distributed customer experience teams. In this post, we’ll explore several trends that are driving this growth and are influencing contact center leaders’ decision-making.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55

Playvox

DECEMBER 13, 2022

But now that tickets, emails, and chat have entered the picture, interaction avoidance encompasses any effort contact center agents make to bypass working with customers in any channel. What does that look like day to day in your contact center? Related Article: 3 Tips For Optimizing Your Contact Center Schedule.

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84

Playvox

AUGUST 25, 2021

Recent surveys confirm that almost 40% of companies prefer to buy integrated workforce solutions from their contact center provider, as opposed to buying from independent vendors. Read the Press Release: Dialpad and Playvox Partner to Optimize Agent and Customer Experience through Dialpad Contact Center.

Management 57

Management Agent burnout Contact Center Coaching 57

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

Babelforce

NOVEMBER 25, 2021

In this post: Average Handling Time Customer Satisfaction Service Level First Contact Resolution Call Abandonment Rate Percentage of Calls Blocked Call Transfer Rate Wrap-up Time Customer Effort Score Average Idle Time. There are plenty of metrics and KPIs you can track to gain useful insight into your contact center operations.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

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

Babelforce

JULY 29, 2021

The difference between this and ASA still isn’t clear, think about this way: ASA is what happened for the contact center. Best-in-class contact centers use virtual queuing to avoid long periods of hold. #9 Consider using some of the routing strategies in this article to improve CTR. #11 20 Agent turnover rate.

Call Center 52

Call Center Abandon rate Contact Center Agent burnout 52

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

Balto

DECEMBER 14, 2022

Improving productivity is one of the biggest challenges modern contact centers face. 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?

Call Center 52

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

SharpenCX

AUGUST 4, 2020

According to one study, 74% of call center agents are at risk. And, 30% of those folks are at a severe risk for burnout. With burnout rates soaring, contact centers also have some of the highest turnover rates in the country, ranging from 30-45%. These call center burnout stats don’t need to be your reality.

Call Center 67

Call Center Technology Self service Coaching 67