JustCall
APRIL 3, 2024
During these times, customers often contact the company to seek clarification or report issues, which creates a sudden spike in call center call volume. Customer feedback or complaints – Certain events or issues like faulty products can cause widespread customer dissatisfaction. It helps to identify areas for improvement as well.
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.
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Outsource Consultants
JANUARY 3, 2024
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. Outcome: Spot On Agent burnout was rampant in call centers throughout 2023 , with 32% of centers not actively monitoring for it.
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.
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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.
Talkdesk
JULY 16, 2019
In a recent customer experience survey by Customer Contact Week, consumers reported the following priorities: Easy handling of their problem Fast issue resolution Friendly, personalized service. Contact center agents may also take issue with the performance metrics being used to assess them.
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. Or, use this time to gather feedback — from your agents and your customers. as many customers.
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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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