Playvox

APRIL 4, 2023

Signs of contact center burnout to look for include new or increased: Irritability or cynicism Disengagement Isolation from colleagues Absenteeism Decreased productivity or performance These signs should be addressed immediately when you notice them.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Balto

DECEMBER 14, 2022

Customer Satisfaction Score (CSAT). The Customer Satisfaction Score (CSAT) is an indicator of how satisfied your customers are. To measure the CSAT, you can add an after-call survey that enables customers to rate their support experience on a scale of 1 to 5 stars. Average Handling Time (AHT).

Call Center 52

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

Playvox

JANUARY 11, 2024

The key functions of contact center workforce management are: Long-term capacity planning Interaction volume forecasting Staff scheduling Intraday management Historically call center managers maintained spreadsheets for agent forecasting and scheduling. And 46% of customers will buy more when given a personalized experience.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

SharpenCX

FEBRUARY 11, 2020

Of course, some idle time is necessary to prevent agent burnout. When we talk about idle time, we’re not talking about bathroom breaks, minutes of rest and mindfulness, or your agent’s lunch hour. To improve call center efficiency, go straight to customers to see what works and what doesn’t.

Call Center 67

Call Center Coaching Contact Center Agent burnout 67