JustCall

APRIL 3, 2024

Employee training gives your team the skills and knowledge to handle high call volumes effectively. Training should focus on communication techniques, product knowledge, and problem-solving strategies. But first, let’s find out the common causes that lead to a surge in call volumes.

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

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

Fonolo

MARCH 8, 2022

Put simply, your call center workforce refers to your agents. The best WFM enlists strategy to help management make the best use of agent labor hours to yield efficiency and revenue, without sacrificing employee engagement or customer loyalty and satisfaction. Agent burnout. The benefits? Intraday management.

call center workforce 75

call center workforce Call Center Agent burnout Management 75

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.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

Advertisement

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

JustCall

MARCH 6, 2023

Call Center Productivity and Metrics Call center metrics are crucial to understand and measure performance. They reveal agent strengths and weaknesses, as well as customer satisfaction, and whether or not you have the right people and technology in place. Over time, they indicate the need for more training.

Call Center 52

Call Center Abandon rate Average Handle Time Metrics 52

Playvox

JANUARY 11, 2024

As customer interactions and support have become more complex, and contact centers provide omnichannel support, call center leaders need a better way to maximize agent performance, gain operational efficiencies, and deliver an outstanding customer service experience. Why is Workforce Management Important in the Call Center?

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Advertisement

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