Fonolo

SEPTEMBER 28, 2021

They motivate employees through goal setting, help resolve conflicts, and play a large role in improving employee morale. One single training strategy will ensure all of your agents are on the same page and will provide consistent service to all customers. 5 Best Practices for Training Remote Call Center Agents.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

Playvox

APRIL 4, 2023

Replacing agents lost to attrition is costly — averaging more than $14,000 per agent. To keep turnover under control, you have to make sure your managers are trained to keep engagement up and morale high. Agents need to hear when their performance could use some help.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Global Response

AUGUST 7, 2023

Save money and increase sales with a brand-obsessed, people-first team that delivers a high-touch, superior customer experience, every time. Consider that happier employees with stronger morale will provide better customer service and tend to be friendlier on calls. Ready to perfect your CX?

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

Fonolo

NOVEMBER 15, 2017

The customer service profession is known for high turnover rates and agent burnout, however, some professionals greatly excel in this line of work, and show tremendous aptitude for delivering excellent customer care. VPs & Directors of Customer Experience. VPs & Directors of Customer Service.

Customer Service 100

Customer Service Agent burnout Best practices Call Center 100

Playvox

MAY 25, 2023

The once “in-person” centers dealing with inbound calls have been replaced by global, distributed customer experience teams. In addition, new online channels have emerged to help companies serve customers in an increasingly digital landscape. Contact centers have changed drastically in recent years.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55

Xaqt

FEBRUARY 26, 2020

For this reason, we created a program that combines Xaqt’s Cognitive IVR and Engagement Suite with business continuity best practices to get you prepared and mitigate the potential impact to your business or services should the situation deteriorate. It's fully hosted in the cloud and managed by a team of Xaqt experts.

Call Center 52

Call Center Interactive Voice Response Agent burnout Wait times 52

Voxjar

JANUARY 11, 2018

A high FCR typically means you are also doing really well with: Customer Experience – You normally see high FCR and high CSAT scores going hand-in-hand. According to a study done by Customer Relationship Metrics, CSAT will be 35-40% lower when a second call is made for the same issue.

First call resolution 40

First call resolution Contact Center Construction Agent burnout 40