Playvox

APRIL 4, 2023

Every workplace has its pros and cons, but contact center agents have one of the toughest jobs out there. Just like agents are protecting your company, contact center leaders and managers need to protect them and their mental health. Attrition Turnover has long been an issue in contact centers.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

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. The experience a company provides is as important as its products or services, as confirmed in a study by Salesforce of nearly 17,000 consumers worldwide.

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

Fonolo

JANUARY 31, 2022

When we hear the word “productivity”, we often picture the volume of work a contact center agent can get done in their day. This means our definition of agent productivity needs a bit of an update. Learn how you can better your team performance below… How to Foster Agent Engagement in a Hybrid Contact Center.

Call Center 87

Call Center Average Handle Time Agent burnout Contact Center 87

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.

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Call Center Schedule adherence call center workforce Management 52

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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

Voxjar

JANUARY 11, 2018

First Call Resolution (FCR) is arguably the most important metric for small and midsize contact centers to track. Despite the importance of tracking FCR, small and midsize contact centers are often at a disadvantage compared to the big budgets and resources that larger contact centers have.

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First call resolution Contact Center Construction Agent burnout 40

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. Average Handling Time (AHT).

Call Center 52

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

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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.

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