Agent burnout, Coaching, Entertainment and Metrics

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Agent burnout

Coaching

Entertainment

Metrics

Top 3 Reasons Why Call Centre Workers Have One of the Highest Turnover Rates

CSM Magazine

SEPTEMBER 10, 2021

Training, coaching, legacy technology, and lack of career opportunities top the list of issues for agents along with handling irate customers. Training/Coaching. A recurrent response by agents is that they want to be empowered to help customers. Nevertheless, 78% of agents report metric manipulation.

Agent burnout

Agent burnout Coaching Metrics Entertainment

Meet Customer Needs Without Overwhelming Your Agents: 6 Workforce Management Strategies to Engage your Team and Still Surpass High Customer Expectations

SharpenCX

APRIL 29, 2020

And, look to your year-over-year metrics for added guidance, too. Once you have these predictions on deck, you can use WFM tools (like Sharpen + Community WFM ) and additional service-level metrics to figure out how many agents you need to take care of incoming customer needs. Build in time for agent coaching.

Coaching

Coaching Management Contact Center Morale

Customer Contact Central

Top 3 Reasons Why Call Centre Workers Have One of the Highest Turnover Rates

Meet Customer Needs Without Overwhelming Your Agents: 6 Workforce Management Strategies to Engage your Team and Still Surpass High Customer Expectations

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