JustCall

APRIL 15, 2024

As a sales or customer support manager, you’ve likely noticed some agents seem disengaged, burned out, or stressed. Call center agent burnout is a real problem, and the job demands can take a toll on even the most resilient employees. Excessive workload strict metrics 2. It’s caused by: 1.

Call Center 52

Call Center Agent burnout Scripts Metrics 52

Fonolo

AUGUST 3, 2021

This is where organizing your contact center metrics into custom reports comes into play. The Executive Guide to Improving 6 Call Center Metrics. What is a call center report? Call center reporting is more than just showing your stats. Fonolo #CallCenter Click To Tweet.

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Call Center Abandon rate Contact Center Agent burnout 142

Fonolo

SEPTEMBER 30, 2021

Making sure the team is on track with their key metric goals is a big part of call center strategy. The first step to achieving quality call center reporting is having an easily accessible dashboard for your custom reports within your phone system. Agent burnout. What is schedule adherence?

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Call Center Schedule adherence Agent burnout call center software 136

Fonolo

MARCH 8, 2022

When it comes to call center workforce management, be sure your software entails these three functions: Forecasting tools. Forecasting call volume is the base of all WFM. Agent burnout. Any miscalculations in forecasting or scheduling could result in overworked agents. Scheduling? Intraday Management?

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call center workforce Call Center Agent burnout Management 75

Talkdesk

APRIL 29, 2016

In love and call center software, breaking up is hard to do. Businesses may keep trying and trying to make it work with their inadequate call center software. I will assume that your current call center software solution is not meeting your needs. Something sparked your wandering eye.

call center software 40

call center software Call Center call center solutions Agent burnout 40

Fonolo

OCTOBER 25, 2022

Absenteeism, otherwise known as absence rate, is arguably one of the most overlooked call center metrics. This percentage figure reveals the amount of unapproved or unplanned time agents spend away from their work. This can cause the following call center metrics to suffer: Cost of operation.

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Call Center Agent burnout Abandon rate First call resolution 81

aircall

DECEMBER 28, 2020

Be careful not to overlook one of the most important components of setting up a distributed workforce— call center software with analytics. Analytics also provides the means for you to set up metrics and KPIs to gauge your team’s productivity and inform your decisions about scaling your teams. Support agent burnout.

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Call Center Analytics Agent burnout Metrics 62