Agent burnout Coaching Data Service level 
Fonolo
AUGUST 3, 2021
Your executive team and call center agents need easy-to-digest, visual data that can help to inform their decisions and actions. We’ve all suffered through dry presentations featuring data that is hard to tie to everyday actions and goals. Analytics act as the backbone of your reports and daily data.
Fonolo
AUGUST 15, 2023
The Executive Guide to Improving 6 Call Center Metrics Occupancy rate is rarely calculated on an individual level; typically it will be used to determine which times of day, week or year you will need to schedule more agents to handle call volume. Lowering your target service level means fewer agents are needed, which raises occupancy.
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Playvox
DECEMBER 13, 2022
Have you ever struggled to determine what caused an unexpected increase in volume or a decrease in service level? Once you’ve run the gamut of possibilities and you still come up empty-handed, it’s time to review agent data to determine if agent behavior caused the unexpected spike in volume.
Playvox
JULY 31, 2023
However, some of the quickest ROI can come from the employee self-service (ESS) aspects of a WFM solution. Easy access to the right data you need — when you need it — is critical to efficiency in your service center. Transitioning some responsibility to agents helps team leaders as well. All that time adds up quickly.
SharpenCX
APRIL 29, 2020
And, you shouldn’t have to worry that running a lean contact center puts agents at risk for burnout and disengagement. Download Now: How to put your contact center data to work for a better customer experience. Good leaders know that simply having agents in their seats doesn’t make for standout customer experiences.
Balto
MARCH 29, 2023
And with customers having higher service level expectations than ever, deploying AI solutions into your existing contact center systems is vital for business success. Contact Center AI can enhance agent performance, provide a more personalized customer support experience, and make customers happier.
SharpenCX
FEBRUARY 11, 2020
Where would you be without your agents in the first place? It’s vital that you know where your team’s strengths and weaknesses lie, so you know how to coach to better performance. Use the DISC Assessment or the StrengthsFinder Test to identify how your agents thrive and collaborate. Tip #3: Coaching for a Better Team.
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