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.
JustCall
APRIL 3, 2024
Marketing campaigns – Successful marketing initiatives may lead to an uptick in customer engagement. Without implementing flexible scheduling options, such as alternate shifts or remote work arrangements, you cannot ensure that all time zones are covered while preventing agent burnout.
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Playvox
OCTOBER 19, 2021
If you’re a contact center professional, you’re probably feeling the pain of agent staffing shortages. Due to the pandemic, we’re experiencing an unusual dynamic in the labor market right now. Managers who want to meet customer demands will typically ask their agents to work more hours. Increased agent burnout.
Playvox
APRIL 6, 2023
The WFM Forecaster A forecaster’s job is to predict upcoming volumes using historical data – such as volume, handle time, and shrinkage. They must also know when certain events – such as a weather event or a marketing campaign – will occur. Essentially, you are spending money on labor you don’t need.
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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.
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. Such as the Telephone Consumer Protection Act (TCPA).
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. Head to your free guide on how to manage and coach a team of agents (Call center efficiency tips included).
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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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