Outsource Consultants

JANUARY 3, 2024

Predicting the future of the call center industry is no easy feat – it’s a complex and ever-evolving landscape. The call center industry was grappling with high turnover and absenteeism, prompting a shift towards prioritizing agent stability and morale.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

Fonolo

SEPTEMBER 28, 2021

Congratulations, call center manager! There’s never a dull moment in a call center with a myriad of opportunities for growth and success. The Contact Center Guide to Managing Spikes in Call Volume. Why strong call center management is important. 7 steps to success as a call center manager.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

Monet Software

NOVEMBER 11, 2020

How to treat employee burnout and reinvigorate call center engagement for the long haul. Do you feel it spreading through your contact center workforce? That sense of ennui, stagnation or general “blah” that creeps up on agents and saps their energy and enthusiasm? It develops silently over time.

Morale 100

Morale Agent burnout Contact Center Coaching 100

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

JustCall

MARCH 6, 2023

Call Center Productivity and Metrics Call center metrics are crucial to understand and measure performance. They reveal agent strengths and weaknesses, as well as customer satisfaction, and whether or not you have the right people and technology in place. Over time, they indicate the need for more training.

Call Center 52

Call Center Abandon rate Average Handle Time Metrics 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 1 Average Talk Time (ATT). Talk time is a simple metric; it’s the total time agents spend dealing with callers. 2 Average handle time (AHT).

Call Center 52

Call Center Abandon rate Contact Center Agent burnout 52

Playvox

APRIL 4, 2023

Replacing agents lost to attrition is costly — averaging more than $14,000 per agent. To keep turnover under control, you have to make sure your managers are trained to keep engagement up and morale high. Agents need to hear when their performance could use some help.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78