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.

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Call Center outsourcing Morale Interactive Voice Response 67

Fonolo

JANUARY 31, 2022

When an agent can manage calls without transferring them to different departments, they’re demonstrating an in-depth understanding of the product or service they’re assisting customers with—a perfect indication of impressive agent productivity. Average Handle Time (AHT). CSat Scores. DID YOU KNOW?

Call Center 87

Call Center Average Handle Time Agent burnout Contact Center 87

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).

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Call Center Schedule adherence call center workforce Management 52

Talkdesk

JULY 16, 2019

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification.

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Call Center Management Average Handle Time Schedule adherence 43

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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Contact Center

SharpenCX

FEBRUARY 11, 2020

Inefficiency and long hold times just won’t be tolerated by today’s consumers. To keep up, let’s take a look at a few call center efficiency tips to help you improve your call center performance to keep customers happy. Tip #1: Know your Agents and Encourage Autonomy. Don’t let all downtime be wasted time.

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Call Center Coaching Contact Center Agent burnout 67

Playvox

APRIL 4, 2023

The study also revealed that customers are turning to digital channels to complain more often than phone calls, with 32% of customers surveyed sharing their complaints on social media. Replacing agents lost to attrition is costly — averaging more than $14,000 per agent.

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Contact Center Agent burnout Morale Coaching 78