Playvox

APRIL 4, 2023

The study also revealed that customers are turning to digital channels to complain more often than phone calls, with 32% of customers surveyed sharing their complaints on social media. But the gap between how managers view feedback and how employees see it simply isn’t good for agent morale and mindset.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Talkdesk

JULY 16, 2019

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. Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Playvox

AUGUST 25, 2021

Even as some businesses have started to bring workers back into the office, 78% of CEOs surveyed indicate that some form of remote work will be an enduring part of their business strategy. In a recent Global Human Capital Trends survey, respondents ranked employee well-being in the top three priorities for work transformation.

Management 57

Management Agent burnout Contact Center Coaching 57