Playvox

FEBRUARY 2, 2022

Agent burnout directly harms the quality of customer service your business provides and significantly hurts your company’s bottom line. It’s hard to ignore the fact that contact centers are plagued with high agent burnout and turnover rates. What Causes Agent Burnout? Preventing Agent Burnout.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

Fonolo

AUGUST 3, 2021

Here are some examples of how raw data can inform reporting: Hold time is an analytic that informs reporting on abandonment rates and service level. Number of calls is an analytic that informs reporting on agent occupancy rate. Customer feedback. Service level. Tips and best practices.

Call Center 142

Call Center Abandon rate Contact Center Agent burnout 142

Global Response

AUGUST 7, 2023

Consider these key strategies that we’ve used successfully for 40+ years in creating call center cultures that strengthen employee engagement and retention while improving customer service levels. Instead, create a culture of transparent communication, open dialogue and honest feedback—between and within employees and management.

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

Talkdesk

JULY 16, 2019

Contact center agents may also take issue with the performance metrics being used to assess them. Quality assurance reviewers may give feedback based on only one or two recorded calls, which the agent may not see as representative of their overall performance.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

NobelBiz

JUNE 4, 2024

In this comprehensive guide, we’ll dive into the nuances of customer service in call centers, exploring everything from the evolution of call centers to the latest trends and best practices. What is a Customer Service Call Center?

Call Center 52

Call Center Interactive Voice Response Customer Service contact center solutions 52

Fonolo

SEPTEMBER 28, 2021

If they struggle to find the words to assist you or are unable to demonstrate empathy in their response, offer them feedback and try the exercise again. One single training strategy will ensure all of your agents are on the same page and will provide consistent service to all customers. Focus on preventing employee burnout.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

Playvox

DECEMBER 13, 2022

Have you ever struggled to determine what caused an unexpected increase in volume or a decrease in service level? Once you’ve run the gamut of possibilities and you still come up empty-handed, it’s time to review agent data to determine if agent behavior caused the unexpected spike in volume. Review KPIs.

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84