Playvox

FEBRUARY 2, 2022

Agent burnout directly harms the quality of customer service your business provides and significantly hurts your company’s bottom line. It’s hard to ignore the fact that contact centers are plagued with high agent burnout and turnover rates. What Causes Agent Burnout? Preventing Agent Burnout.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

Noble Systems

SEPTEMBER 3, 2019

In addition, you may be risking your reputation and impeding the quality of customer service, which can lead to plummeting customer satisfaction. So, let’s dive into the top five causes of agent burnout and look into what you can do to combat them. Overworking agents. Lack of proper agent training.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

Fonolo

AUGUST 3, 2021

By leveraging the wealth of data available in your call center software’s online reporting tools, you can keep a close eye on the productivity, performance, and quality of your overall customer service offering. Number of calls is an analytic that informs reporting on agent occupancy rate. Service level.

Call Center 142

Call Center Abandon rate Contact Center Metrics 142

CCNG

MAY 11, 2022

Hasn't our industry evolved and progressed to a point where we should be producing better trained and skilled agents than in years past? There was no such thing as a knowledge base, Slack, or other advanced tools when many of us started in the call center industry. Remember that old phrase — agents quit their leaders, not the company.

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 195

Playvox

JULY 31, 2023

However, some of the quickest ROI can come from the employee self-service (ESS) aspects of a WFM solution. Reduced Labor Costs Overstaffing and understaffing are both major workforce scheduling challenges in customer service centers. It’s nearly impossible to provide flexible shifts without a workforce management tool.

Self service 85

Self service Management Coaching Contact Center 85

SharpenCX

APRIL 29, 2020

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 builds confidence in your agents.

Coaching 76

Coaching Management Contact Center Morale 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. Next, track agent performance.

Call Center 67

Call Center Coaching Contact Center Agent burnout 67