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?

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

Playvox

APRIL 4, 2023

Just like agents are protecting your company, contact center leaders and managers need to protect them and their mental health. Signs And Effects Of Poor Agent Emotional Well-Being In Your Contact Center Working with customers requires a lot of emotional labor from your customer service center agents — even if customers are happy.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Talkdesk

JULY 16, 2019

What is Performance Management? 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. That’s where leveraging contact center performance management software can help.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Monet Software

NOVEMBER 11, 2020

Frequently when the outward signs of burnout finally appear, call center managers have only a short window of opportunity to prevent the worst outcomes. These can include performance declines, adherence problems and eventually the loss of a highly experienced agent. Unusually negative reactions to managers and coworkers.

Morale 100

Morale Agent burnout Contact Center Coaching 100

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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.

Contact Center

Playvox

DECEMBER 13, 2022

During my career in workforce management, call avoidance was always an issue — regardless of the location of the business, the nature of the business, or the location of the agent. Call avoidance , now known as interaction avoidance, denotes the steps an agent takes to avoid handling a customer interaction.

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84

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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