Agent burnout Average Handle Time Coaching Feedback 
Playvox
APRIL 4, 2023
While sometimes interaction avoidance truly is an agent trying to get out of work, in many other instances, it’s a way to cope with feeling overwhelmed by customer mistreatment or aggression. It also could be a sign that the agents are overworked. A big contributor to this burnout and the resulting avoidance is customer behavior.
SharpenCX
FEBRUARY 11, 2020
Where would you be without your agents in the first place? It’s vital that you know where your team’s strengths and weaknesses lie, so you know how to coach to better performance. Use the DISC Assessment or the StrengthsFinder Test to identify how your agents thrive and collaborate. Use these times to build customer engagement.
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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.
NobelBiz
MARCH 6, 2023
This ensures that customers are connected to the right agent. And that their issues are resolved in an efficient and timely manner. Track call center metrics, such as average handling time, first-call resolution rate, and customer satisfaction scores.
Playvox
DECEMBER 13, 2022
As you can see from the chart above, the more agents who are practicing interaction avoidance, the more negative experiences your customers can have. In turn, you’ll likely see undesirable feedback increasing when you analyze customer sentiment. What To Do if Contact Center Agents Are Participating in Interaction Avoidance.
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