Agent burnout Average Handle Time Chatbots Technology 
CSM Magazine
OCTOBER 10, 2023
Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. So, is Average Handle Time (AHT) still a relevant metric and what does it mean for contact centres today?
Outsource Consultants
JANUARY 3, 2024
Our insights draw from current trends, emerging technologies, and the changing needs of businesses and customers. Many juggled the challenge of maintaining existing morale while migrating more agents back to the office ; while others simply wanted to ensure their agents stayed engaged. Dead Wrong: Well, nobody’s perfect.
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Playvox
OCTOBER 19, 2021
Managers who want to meet customer demands will typically ask their agents to work more hours. Increased agent burnout. Working extra overtime hours and handling back-to-back interactions all day long can quickly lead to agent burnout, especially if customers are frustrated about long wait times and take it out on agents.
JustCall
MARCH 7, 2023
Follow-Ups Superstar call agents make it a point to follow up with the customers they interact with to ensure that the solution delivered worked for them. Contact Center Technologies Contact center solutions are actually a stack of multiple technologies that help streamline the total operations at the facility.
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What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.
Balto
MARCH 29, 2023
Conversation Augmentation As the company’s representative explains the issue to the human agent on the phone, an AI-enabled virtual agent is simultaneously listening to the call and pulling out key terms with Natural Language Processing (NLP) to quickly identify the possible causes of downtime and even propose solutions.
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. Average Handling Time (AHT). Leverage Technology. Quality Assurance (QA) technology. Text analysis.
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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.
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