SharpenCX

APRIL 29, 2020

Workforce management in your contact center is all about finding balance. You balance the needs of your customers with the workload of your agents (and their development). And, you shouldn’t have to worry that running a lean contact center puts agents at risk for burnout and disengagement. Because modern WFM is shifting.

Coaching 76

Coaching Management Contact Center Morale 76

Playvox

NOVEMBER 29, 2022

While the issue is not unusual, it’s easier to manage if you have a solid call avoidance policy in place. When you create the right policy, you’ll get call avoidance rates down — to the benefit of both your customer satisfaction metrics and your agents’ experiences. Reduce Call Avoidance With Coaching And Training.

Contact Center 77

Contact Center Agent burnout Coaching Best practices 77

Fonolo

MARCH 25, 2021

But have you considered the impact of your agent satisfaction? Yet less than 30% of contact centers track this metric, despite its direct impact on standard industry KPIs. If you don’t know the state of your agents’ satisfaction levels, it can be difficult to create positive change. Perception of management.

Call Center 147

Call Center Surveys Agent burnout Contact Center 147

Playvox

APRIL 4, 2023

Just like agents are protecting your company, contact center leaders and managers need to protect them and their mental health. Signs And Effects Of Poor Agent Emotional Well-Being In Your Contact Center Working with customers requires a lot of emotional labor from your customer service center agents — even if customers are happy.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Babelforce

FEBRUARY 23, 2022

Managing Utilization Rates. Utilization measures how much of an agent’s paid time is spent on the contact center floor, handling contacts and waiting for them to arrive. These include paid breaks, restroom visits, and coaching sessions. As such, the metric is a crucial consideration for the planning team.

Schedule adherence 52

Schedule adherence Agent burnout Contact Center Metrics 52

Talkdesk

JULY 16, 2019

What is Performance Management? Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. That’s where leveraging contact center performance management software can help.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Fonolo

AUGUST 15, 2023

When it comes to demystifying call center metrics, ‘occupancy rate’ shouldn’t be forgotten. Occupancy rate is basically a measure of how “busy” call center agents are when they are at work. Occupancy rate is the percentage of time that agents spend handling customer inquiries vs. waiting for calls (idle time).

Call Center 67

Call Center Schedule adherence Agent burnout Contact Center 67

Monet Software

NOVEMBER 11, 2020

Frequently when the outward signs of burnout finally appear, call center managers have only a short window of opportunity to prevent the worst outcomes. These can include performance declines, adherence problems and eventually the loss of a highly experienced agent. Unusually negative reactions to managers and coworkers.

Morale 100

Morale Agent burnout Contact Center Coaching 100

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 52

Agent burnout Coaching Metrics Entertainment 52

Nicereply

MAY 28, 2019

All those factors can combine to cause agent burnout. If you’re not familiar with the term, agent burnout refers to when someone starts feeling cynical, disengaged, overwhelmed, and even depressed as a side effect of overworking. Outside of the negative effects on your agents, burnout also impacts your business.

Agent burnout 76

Agent burnout Metrics Feedback Surveys 76

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. Use these times to build customer engagement.

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

Balto

FEBRUARY 6, 2023

Here’s why: The contact center is a people person’s dream job —agents get to work on their social skills, form relationships with others, and solve problems for customers. There’s plenty of room for advancement: 68% of tenured agents were actively working towards a promotion and 84.7% Basically, they’re happy where they are.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

SharpenCX

APRIL 1, 2020

You can create specific goals and benchmarks to help your agents reduce customer churn, like improving CSAT and positive customer outcomes. On the flipside, a corporate goal like improving workplace culture and manager training isn’t actionable to your customer service team. What about each week?

Contact Center 67

Contact Center Customer Service Agent burnout Benchmark 67

NobelBiz

MARCH 6, 2023

Predictive dialer software can also play pre-recorded messages, such as greetings or appointment reminders, before connecting the call to an agent. Moreover, it can provide real-time analytics to managers, allowing them to monitor call center performance and make adjustments as needed.

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52

Robert Davis

APRIL 5, 2018

Let’s face it; the outbound agent will encounter many more “no’s” than “yes’s.” Agent burnout is high due to the aforementioned “rejection factor” inherent in outbound selling. The agent turnover rate for outbound programs can often be two to three times higher than for inbound or other call center functions. List yield.

Telemarketing 48

Telemarketing Outbound sales outsourcing Quality calibration 48

Robert C. Davis and Associates

APRIL 5, 2018

Let’s face it; the outbound agent will encounter many more “no’s” than “yes’s.” Agent burnout is high due to the aforementioned “rejection factor” inherent in outbound selling. The agent turnover rate for outbound programs can often be two to three times higher than for inbound or other call center functions. List yield.

Telemarketing 40

Telemarketing Outbound sales outsourcing Quality calibration 40

NobelBiz

FEBRUARY 21, 2023

This is where the need for better management of callbacks in contact centers emanates. And the best practices and tips for managing callbacks Agents proposing the best product or service is no longer a sure bet for success. Indeed, Callbacks are an excellent way to make interactions easier for call center agents and clients.

Best practices 52

Best practices Contact Center Abandon rate Management 52

Balto

NOVEMBER 2, 2023

Technology can also help contact centers guide and coach agents by easily identifying their strengths and weaknesses. These inefficiencies can be a result of low agent morale, high turnover rates, agent burnout, and a lack of self-service channels. This results in happier, more loyal customers.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

Playvox

APRIL 27, 2023

Address all challenges that come up — for customers and agents. Leverage advanced analytics to gauge metrics such as customer retention rates and employee productivity. Today, though, customer service agents handle a variety of channels that operate far differently. That means burnout has direct effects on CX and efficiency.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

Playvox

DECEMBER 13, 2022

During my career in workforce management, call avoidance was always an issue — regardless of the location of the business, the nature of the business, or the location of the agent. Call avoidance , now known as interaction avoidance, denotes the steps an agent takes to avoid handling a customer interaction. And Why it Matters).

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84

Hodusoft

AUGUST 9, 2023

Improving Customer Service in BPOs with Multi-Tenant Contact Center Software Noted management guru Peter F. Multi-tenant contact center software is a cloud-based solution that allows multiple clients (tenants) to use the same software infrastructure and manage their customer service in the best way possible. Outsource the rest.”

Contact center software 52

Contact center software Contact Center Customer Service Agent burnout 52

Noble Systems

OCTOBER 21, 2020

Connect customers with the right agent, right away – First-call resolution and customer satisfaction are very important metrics for a call center. If you can get your callers to the right agent to solve their problem – and if you can get them there quickly – they are less likely to leave.

First call resolution 57

First call resolution Call Center Interactive Voice Response call center software 57