Outsource Consultants

JANUARY 3, 2024

Many juggled the challenge of maintaining existing morale while migrating more agents back to the office ; while others simply wanted to ensure their agents stayed engaged. Outcome: Spot On Agent burnout was rampant in call centers throughout 2023 , with 32% of centers not actively monitoring for it.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

Mindtouch

MARCH 28, 2018

Despite new trends like automated support and chatbots , the human element remains a cornerstone of customer support. And when those customers do inevitably call in to the contact center, it’s important that they’re met by a prompt, knowledgeable, and efficient agent. 5 Benefits of Improving Agent Productivity.

First call resolution 48

First call resolution Contact Center Chatbots Call Center 48

Hodusoft

AUGUST 9, 2023

Enhance FCR A study conducted by SQM Group revealed that nine out of every ten respondents (93 percent, to be precise) expect their issues to be resolved or their queries to be answered on the very first call. With so many customers valuing first-call resolution ( FCR ), the industry standard of 75 percent feels inadequate.

Contact center software 52

Contact center software Contact Center Customer Service Agent burnout 52

Balto

DECEMBER 14, 2022

Call Center Productivity Metrics. Now, let’s check out some of the most relevant call center metrics and Key Performance Indicators (KPIs) for measuring productivity: First Call Resolution (FCR). First Call Resolution (FCR) is a customer satisfaction metric that can also be used to measure agent productivity.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

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What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Contact Center