TechSee

MAY 18, 2022

In today’s age of customer-centric service, call centers must deliver quick answers, short hold times, and the ability to speak to a live representative on demand. How can Management ensure their call centers are up to par? They can either staff up significantly or improve their call center occupancy.

Call Center 109

Call Center Contact Center Benchmark Agent burnout 109

Fonolo

MARCH 25, 2021

You can use other KPIs to guide your goals — for instance, if your agent attrition levels are high, you may want to focus your efforts on isolating any factors that might be having an impact. Once you have your areas of focus, you can begin building your agent satisfaction survey! How to Create a Great Customer Perception Survey.

Call Center 147

Call Center Surveys Agent burnout Contact Center 147

Fonolo

SEPTEMBER 30, 2021

Efficiency is important to every business, but in a call center, it directly impacts your success. Call center managers want to ensure that overall agent performance is meeting service levels, and that agents are working when and where they’re needed. The ROI of Call-Backs for Your Call Center.

Call Center 136

Call Center Schedule adherence Agent burnout call center software 136

Fonolo

OCTOBER 25, 2022

Call centers need all their parts in order to run smoothly. 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. First call resolution (FCR).

Call Center 81

Call Center Agent burnout Abandon rate First call resolution 81

Outsource Consultants

JANUARY 3, 2024

Predicting the future of the call center industry is no easy feat – it’s a complex and ever-evolving landscape. The call center industry was grappling with high turnover and absenteeism, prompting a shift towards prioritizing agent stability and morale.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

Fonolo

OCTOBER 12, 2021

Traditional call center environments are often busy, fast-paced environments, but it doesn’t need to be that way. Conversations around call center optimization often focus on technology, training, and metrics, but call center workforce optimization also includes the physical elements of your operation.

Call Center 147

Call Center Agent burnout Abandon rate call center workforce 147

NobelBiz

JUNE 16, 2020

Take a breather and listen to the story of how Steve Bederman managed to go from call center agent to CEO. One study found that 74% of call center agents are at risk of burnout, one-third of them are at risk of serious burnout.

Agent burnout 52

Agent burnout Call Center Contact Center Feedback 52

Fonolo

AUGUST 5, 2021

How to Foster Agent Engagement in a Hybrid Contact Center. Now that a large percentage of customer service agents are working remotely, it’s never been more important to ensure you have a solid training system in place. We’ve put together our top 5 best practices for training remote agents to help you out.

Best practices 159

Best practices Call Center virtual call center Agent burnout 159

Fonolo

OCTOBER 19, 2021

Though they vary from person to person, there are a few universal pros and cons to working in a contact center environment that all agents tend to agree on. The best way for call center managers to combat the cons is to identify what they are and what you can do to help your agents work through them. Agent burnout.

Call Center 95

Call Center Agent burnout Contact Center Call center experience 95

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. One vital aspect of call center efficiency is call center workforce management (WFM).

call center workforce 75

call center workforce Call Center Agent burnout Management 75

Fonolo

JANUARY 31, 2022

Agent productivity can be influenced in a number of ways, from employee engagement programs to supplementary training to adopting the right contact center tools to help them perform at their best. Learn how you can better your team performance below… How to Foster Agent Engagement in a Hybrid Contact Center.

Call Center 87

Call Center Average Handle Time Agent burnout Contact Center 87

JustCall

DECEMBER 1, 2022

Remote call center employees feel they can be more flexible, productive, and satisfied while working from home. Work from home call centers must deal very cautiously with employees who prefer to work from home. Work from home call centers must deal very cautiously with employees who prefer to work from home.

Call Center 52

Call Center Management Agent burnout Scripts 52

Fonolo

AUGUST 10, 2021

What does top-tier customer service look like in your call center? How should a customer feel before they get connected to an agent, during their call, and after? and “thank you for your patience”, show that your agent is actively listening and respectful of a customer’s time and opinion.

Contact Center 167

Contact Center Customer Service Agent burnout Customer Care 167

Voiptime

FEBRUARY 25, 2021

Job burnout has been a common problem for many years across industries. What are its main symptoms and how to prevent it from happening? Switching to remote work made it more serious than ever. Let’s take a close look at it in our new article.

Agent burnout 40

Agent burnout Call Center 40

Playvox

JANUARY 11, 2024

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM).

Call Center 52

Call Center Schedule adherence call center workforce Management 52

JustCall

APRIL 3, 2024

So, how do you manage call surges during unanticipated high-traffic periods? Let’s explore the top 10 tips high call volume call centers could use. High call volume: What is it? What you deem high call volume varies depending on the size of your business and the industry in which it operates.

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

JustCall

MARCH 6, 2023

Call Center Productivity and Metrics Call center metrics are crucial to understand and measure performance. They reveal agent strengths and weaknesses, as well as customer satisfaction, and whether or not you have the right people and technology in place. What is Call Center Occupancy?

Call Center 52

Call Center Abandon rate Average Handle Time Metrics 52

Fonolo

NOVEMBER 3, 2015

In our on-going effort to demystify call center metrics, ‘occupancy rate’ shouldn’t be forgotten. Occupancy rate is basically a measure of how “busy” call center agents are when they are at work. You might think a simpler measurement like “call per hour” would answer this same question.

Call Center 52

Call Center Average Handle Time Schedule adherence Agent burnout 52

Talkdesk

JULY 16, 2019

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Xaqt

FEBRUARY 26, 2020

FOR IMMEDIATE RELEASE On Monday the Center for Disease Control (CDC) sounded the alarm bell that the spread of Coronavirus in the U.S. While no one knows what the actual impact of the virus will be, we expect that call centers across several industries along with public sector service agencies will be adversely impacted.

Call Center 52

Call Center Interactive Voice Response Agent burnout Wait times 52

Fonolo

MAY 31, 2022

We’re here to break down this myth and demonstrate the difference between Occupancy Rate and Utilization Rate, so you can use both key performance indicators (KPIs) to benefit your contact center. Why is Occupancy Rate so Important in the Call Center? Total Shift Time —The full amount of time an agent was scheduled to work.

Agent burnout 81

Agent burnout Contact Center Average Handle Time Call Center 81

Outsource Consultants

JANUARY 17, 2018

In a recent article , Steve Kraus addresses a common, but major, problem in the call center industry: agent attrition. Customers are often frustrated and angry by the time they reach a call center agent, which means the agents should be upbeat with a fresh mind to engage the customer and make them happy.

Call Center 52

Call Center Agent burnout outsourcing Contact Center 52

SharpenCX

FEBRUARY 11, 2020

To keep up, let’s take a look at a few call center efficiency tips to help you improve your call center performance to keep customers happy. Tip #1: Know your Agents and Encourage Autonomy. Where would you be without your agents in the first place? Technology opened the door for fast, responsive service.

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

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

MAY 31, 2022

We’re here to break down this myth and demonstrate the difference between Occupancy Rate and Utilization Rate, so you can use both key performance indicators (KPIs) to benefit your contact center. Why is Occupancy Rate so Important in the Call Center? Total Shift Time —The full amount of time an agent was scheduled to work.

Agent burnout 67

Agent burnout Contact Center Average Handle Time Call Center 67

Fonolo

AUGUST 15, 2023

When it comes to demystifying call center metrics, ‘occupancy rate’ shouldn’t be forgotten. Occupancy rate is basically a measure of how “busy” call center agents are when they are at work. You might think a simpler measurement like “call per hour” would answer this same question.

Call Center 67

Call Center Schedule adherence Contact Center Agent burnout 67

aircall

DECEMBER 28, 2020

The question of how to scale distributed teams is a little more complicated. That’s important because by optimizing distributed teams, you’ll get the maximum benefit from your call center. . How to Start a Distributed Team. How to Set Clear Expectations. Why You Use a Distributed Team Model . 2) Monitoring.

Analytics 62

Analytics Call Center Agent burnout Metrics 62

TechSee

MAY 4, 2021

Inefficiencies in the traditional Call Center Model . In a traditional call center, agents are occupied only up to 60% of their shift time , a number known as agent utilization rate. This is a key KPI that measures the percentage of the day that agents are engaged in active work. Agent Burnout.

Customer Service 182

Customer Service Contact Center Agent burnout Call Center 182

CSM Magazine

JANUARY 25, 2023

Magnus Geverts shares his top tips for beating agent burnout—and the competition—in 2023. Great news for businesses that rely on the festive season to tide them over during the leaner months but extremely stressful for agents in contact centres. About the Author Magnus Geverts is VP Product Marketing at Calabrio.

Agent burnout 52

Agent burnout Analytics Gamification Coaching 52

Fonolo

NOVEMBER 30, 2021

That’s where your retail contact center needs to shine. Superior customer service is at the heart of every successful retail call center, but with all the new online shopping technology, providing a seamless customer experience can become quite the challenge. Don’t just be any old retail call center.

Customer Service 87

Customer Service Agent burnout Contact Center First call resolution 87

Quality Contact Solutions

DECEMBER 31, 1969

There are lots of ways to measure your call center staff utilization. We all want our agents busy, but not too busy, right? Staff utilization, also referred to as agent utilization is simply the percentage of time an agent is spent handling customer interactions. Staff utilization is not just calling, is it?

Telemarketing 49

Telemarketing Agent burnout Call Center call center solutions 49

Babelforce

FEBRUARY 23, 2022

In this post: · Why do Contact Centers Measure Utilization? · How to Calculate Occupancy. · How does Utilization Differ from Occupancy? Utilization measures how much of an agent’s paid time is spent on the contact center floor, handling contacts and waiting for them to arrive. How to Calculate Utilization.

Schedule adherence 52

Schedule adherence Agent burnout Contact Center Metrics 52

Monet Software

NOVEMBER 11, 2020

How to treat employee burnout and reinvigorate call center engagement for the long haul. Do you feel it spreading through your contact center workforce? That sense of ennui, stagnation or general “blah” that creeps up on agents and saps their energy and enthusiasm? It develops silently over time.

Morale 100

Morale Agent burnout Contact Center Coaching 100

ShepHyken

MARCH 20, 2023

The Secrets to Customer Journey Mapping Success With Jim Tincher by Melanie Mingas (CX Network) In this interview with CX Network, customer loyalty guru, mapping expert and founder of Heart of the Customer, Jim Tincher, explains what has – and has not – changed in journey mapping, the problem with Post-it notes and how to become a “change maker”.

Journey mapping 31

Journey mapping Agent burnout Customer Service Airlines 31

Fonolo

SEPTEMBER 28, 2021

Congratulations, call center manager! There’s never a dull moment in a call center with a myriad of opportunities for growth and success. The Contact Center Guide to Managing Spikes in Call Volume. Why strong call center management is important. 7 steps to success as a call center manager.

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. Related Article: 7 Smart Ways to Reduce Call Center Turnover Forever The Role Of A Manager In Agent Well-Being Few things have a bigger impact on your agents’ emotional well-being than how they’re managed.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78