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7 Proven Ways to Manage Contact Center Agent Staffing Shortages

Playvox

OCTOBER 19, 2021

Managers who want to meet customer demands will typically ask their agents to work more hours. Increased agent burnout. Working extra overtime hours and handling back-to-back interactions all day long can quickly lead to agent burnout, especially if customers are frustrated about long wait times and take it out on agents.

Contact Center 73
Contact Center Management Agent burnout Interactive Voice Response 73
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Contact Center 101: A Comprehensive Guide

JustCall

MARCH 7, 2023

Inbound Contact Center Inbound contact centers, as the name suggests, respond only to incoming messages and calls that are initiated by customers. Some common channels used are website chatbots, social media messages, support emails, and IVR systems. There is no room for agents to initiate a call in an inbound contact center.

Contact Center 52
Contact Center Multichannel Contact center software contact center solutions 52
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