Skybridge

JUNE 10, 2020

Layer on additional group videoconference opportunities. Host other gatherings for smaller groups. Your at-home agents haven’t just been staying home for their jobs. Keep Building Skills with Training, Practice, and Coaching. Acknowledge Stress and the Need to Reduce it.

Agent burnout 52

Agent burnout Call Center At home agents Coaching 52

CCNG

MAY 11, 2022

What are call center agents’ perceptions or expectations? We often participate in call center agent focus groups in the U.S. Today's call center agent has more in common with you and me than you might think. Most agents want a sense of purpose regardless of the comp package, amenities, and benefits.

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 195

Fonolo

AUGUST 3, 2021

A high first contact resolution (also known as first call resolution ) means your agents are knowledgeable and highly effective in their work. On the other side of the spectrum, a low percentage means that there is room for coaching and training to improve your agents’ product and service knowledge.

Call Center 142

Call Center Abandon rate Contact Center Metrics 142

Playvox

JULY 31, 2023

Much of a team leader’s time is taken away from their key role of providing coaching and development to their people when they have to get involved in manual, immediate, repetitive, and cumbersome tasks like leave approval and shift swaps. A display of group business metrics. My metrics : A display of an agent’s personal metrics.

Self service 85

Self service Management Coaching Contact Center 85

Balto

MARCH 29, 2023

Some common use cases for AI in the contact center industry include routine task automation, real-time language translation, customer interaction analysis, real-time quality assurance, and agent assistance and coaching. This can help you target your coaching and enhance the quality of your customer interactions.

Contact Center 52

Contact Center Interactive Voice Response Coaching Virtual Agent 52

SharpenCX

APRIL 29, 2020

Build in time for agent coaching. To keep your team engaged and performing at their best, your agents need to be coached daily. Because productivity without engagement is another key contributor to agent burnout – the Rube Goldberg Machine of bad outcomes. Coaching builds confidence in your agents.

Coaching 76

Coaching Management Contact Center Morale 76

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. This ensures adherence to quality standards and provides opportunities for targeted coaching and training to improve performance.

Contact center software 52

Contact center software Contact Center Customer Service Agent burnout 52