Agent burnout, Benchmark and Coaching - Customer Contact Central

Protecting Your Contact Center Agents’ Emotional Well-Being

Playvox

APRIL 4, 2023

But the gap between how managers view feedback and how employees see it simply isn’t good for agent morale and mindset. To keep engagement up, feedback should be focused on coaching rather than micromanaging. Remember that understanding their role and goals was the most important factor in agent engagement.

Contact Center

Contact Center Agent burnout Morale Coaching

How to Set Quarterly Customer Service Goals that Prove Contact Center ROI in 90 Days

SharpenCX

APRIL 1, 2020

You can create specific goals and benchmarks to help your agents reduce customer churn, like improving CSAT and positive customer outcomes. When agents can’t measure progress toward their objectives and goals, productivity stalls and performance plateaus. Did you take benchmark measurements so you could evaluate progress?

Contact Center

Contact Center Customer Service Agent burnout Benchmark

Customer Contact Central

Protecting Your Contact Center Agents’ Emotional Well-Being

How to Set Quarterly Customer Service Goals that Prove Contact Center ROI in 90 Days

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