Fonolo

MARCH 8, 2022

As call center leaders, we know the list of things to manage on the floor is endless. Behind hold times and high call volumes, management must ensure every agent is trained, every shift is covered, and every customer is satisfied. Industry Report: State of the Contact Center 2022.

call center workforce 75

call center workforce Call Center Agent burnout Management 75

Babelforce

SEPTEMBER 22, 2023

According to a recent report by Gallup, 76% of workers will experience burnout at some point in their job. But for call centers, burnout is especially common. It contributes to the industry’s notoriously high agent attrition rates, which averaged around 38% in 2022. But what exactly is agent burnout?

Agent burnout 52

Agent burnout Contact Center Call Center Surveys 52

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. I’ve encountered agents like this, and it’s truly the best way to handle any situation). Plus So Much More!

Customer Service 100

Customer Service Agent burnout Best practices Call Center 100

Noble Systems

OCTOBER 21, 2020

ACD systems also often use a voice menu to direct callers based on the customer’s selection, telephone number, selected incoming line, or time of day. ACDs are commonly used in call centers to help companies handle large volumes of calls. 6 common strategies for call distribution. What does an ACD do?

First call resolution 57

First call resolution Call Center Interactive Voice Response call center software 57