SharpenCX

MAY 6, 2020

Coaching your agents improves the quality of service they provide. When you manage your team by coaching them, you’re showing agents that you’ll listen to them. And when an agent is listened to, they feel valued and empowered. Then, you can help agents optimize their time at work. And, they enjoy doing it.

Contact Center 76

Contact Center Call Center Coaching Agent burnout 76

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. And what about leadership?

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 195

Fonolo

MARCH 25, 2021

Do you have the tools and resources you need to provide excellent customer service? When agent satisfaction is left unaddressed, agent burnout comes into play. Do you feel you would benefit from a mentoring or coaching program? Consider asking these questions: How would you rate your enjoyment of your daily work?

Call Center 147

Call Center Surveys Agent burnout Contact Center 147

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. It’s nearly impossible to provide flexible shifts without a workforce management tool.

Self service 85

Self service Management Coaching Contact Center 85

Babelforce

FEBRUARY 23, 2022

These include paid breaks, restroom visits, and coaching sessions. If rates go higher, the recuperation time agents have between calls gets shorter. Agent burnout then becomes much more likely. Our cloud reporting tools provide the perfect solution. Lateness is another classic example. Managing Utilization Rates.

Schedule adherence 52

Schedule adherence Agent burnout Contact Center Metrics 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

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. Often, WFM will cancel scheduled agent coaching sessions when volume spikes.

Coaching 76

Coaching Management Contact Center Morale 76

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. 36% of agent respondents have been threatened with violence.

Agent burnout 52

Agent burnout Coaching Metrics Entertainment 52

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

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

NobelBiz

MARCH 6, 2023

5 -Train Your Agents: Training agents is a critical step in setting up a predictive dialer campaign. Even with the most reliable tools, you can only achieve great results with a qualified workforce. Agent Burnout Predictive dialing can result in a high volume of calls for agents, leading to burnout and reduced productivity.

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52

JustCall

DECEMBER 1, 2022

The need of the hour is for managers of work from home call centers to assist, interact and engage with their home agents using a range of reporting, monitoring and management tools. Provide your employees with the right tools and support and give them the autonomy they need to do their jobs and make decisions as they see fit.

Call Center 52

Call Center Management Agent burnout Scripts 52

SharpenCX

APRIL 1, 2020

When agents can’t measure progress toward their objectives and goals, productivity stalls and performance plateaus. Customer experience expert Jeff Toister found that agents who don’t have visibility into daily performance sit at a severe risk for agent burnout.

Contact Center 67

Contact Center Customer Service Agent burnout Benchmark 67

JustCall

NOVEMBER 22, 2023

It’s also about how they handle the tech tools that power their work. Many growing businesses are struggling with this very hidden blocker that’s making it hard for their agents to work efficiently. It’s called the “agent tech stack mess”. The agent tech stack mess primarily breeds agent burnout.

Agent burnout 52

Agent burnout Upselling Coaching Contact center software 52

Robert Davis

APRIL 5, 2018

Reputable outbound telesales operations are enjoying a resurgence as companies discover that telesales can be a highly effective customer acquisition and retention tool when part of a well-designed marketing strategy. Let’s face it; the outbound agent will encounter many more “no’s” than “yes’s.”

Telemarketing 48

Telemarketing Outbound sales outsourcing Quality calibration 48

Robert C. Davis and Associates

APRIL 5, 2018

Reputable outbound telesales operations are enjoying a resurgence as companies discover that telesales can be a highly effective customer acquisition and retention tool when part of a well-designed marketing strategy. Let’s face it; the outbound agent will encounter many more “no’s” than “yes’s.”

Telemarketing 40

Telemarketing Outbound sales outsourcing Quality calibration 40

CX Global Media

JULY 1, 2017

Obvious Contact Center Agent Burnout Problem Revealed. If you stop and think about contact center agent burnout and turnover problems, why have you not considered musculoskeletal disorders (MSDs)? Leave a comment below or in The Community (and get your free tools) to share what your favorite insights were from the week.

Contact Center 13

Contact Center Agent burnout Interactive Voice Response Chatbots 13

Balto

NOVEMBER 2, 2023

Technology plays a key role here – by integrating different solutions, contact centers can seamlessly handle multichannel interactions, as well as collect and analyze data efficiently, all while ensuring that their agents’ efforts are directed efficiently while technology automates redundant tasks for them.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

Playvox

AUGUST 25, 2021

Playvox and Dialpad have integrated their industry-leading workforce engagement management (WEM) tools and contact center solutions to deliver a unified offering that helps businesses improve both agent and customer experience. ENJOYING THIS ARTICLE? Sign up for our newsletter.

Management 57

Management Agent burnout Contact Center Coaching 57

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

CSM Magazine

AUGUST 8, 2023

It’s a welcome shift because for most contact centre managers, agent stress is the biggest labour issue on their minds and it’s diminishing the customer experience (CX). 93% of contact centre managers say agent stress has impacted CSAT scores and they have nowhere to hide. It is a really simple thing but it doesn’t always happen.

Employee engagement 52

Employee engagement Agent burnout Gamification Analytics 52

Playvox

APRIL 27, 2023

Ensure every customer service representative is well-trained on new engagement tools. Address all challenges that come up — for customers and agents. Trend 2: AI-Driven Forecasting And Scheduling Tools Overstaffing and understaffing due to inaccurate forecasting models are both costly in dollars and CX.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

Hodusoft

AUGUST 9, 2023

With multi-tenant contact center software, it’s like having a magical building where all the companies share the same big room and use the same powerful tools together! This makes the contact center software cost-effective because the companies don’t need to spend lots of money on separate tools.

Contact center software 52

Contact center software Contact Center Customer Service Agent burnout 52

Aria Solutions

MARCH 31, 2020

One of the best things you can do for your customers and your support team is to beef up your self-service tools. Advanced Tools for Agents to Provide Better Support. For most companies, a major concern in providing exceptional customer support are agent burnout and turnover. AI & Predictive Analytics.

Contact Center 62

Contact Center Agent burnout Self service Chatbots 62

SharpenCX

AUGUST 4, 2020

With burnout rates soaring, contact centers also have some of the highest turnover rates in the country, ranging from 30-45%. These call center burnout stats don’t need to be your reality. But, you have to have the right processes and tools to help. When Outdated Technology Drives Agents Away.

Call Center 67

Call Center Technology Self service Coaching 67

Playvox

DECEMBER 13, 2022

When some agents avoid working with customers, that puts pressure on other team members to pick up the slack. This can lead to burnout, creating additional increases in agent stress that lead to high call-outs or high attrition rates. What To Do if Contact Center Agents Are Participating in Interaction Avoidance.

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84

NobelBiz

FEBRUARY 21, 2023

Before the agent calls back the customer, the agent will be able to examine the client’s profile and prepare accordingly. From an operations perspective, this makes callbacks a very convenient tool to simultaneously boost customer satisfaction and interaction quality. What are some of the approaches?

Best practices 52

Best practices Contact Center Abandon rate Management 52

Noble Systems

OCTOBER 21, 2020

The ACD can help maximize customer service and improve the productivity of incoming customer contacts, especially when designed with the features and tools that are essential to inbound services. Use this method to decrease wait times without disturbing busy agents. 7 Benefits of an ACD System.

First call resolution 57

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

aircall

OCTOBER 31, 2016

The alternative is to pick specialized tools to cover the channels you decide on, and running the show with more precision. You won’t be able to cherry pick the tools specifically suited to your goals and activity. This is where you can start picking the right tools for the job, instead of delegating. Less flexibility.

outsourcing 48

outsourcing Multichannel Agent burnout Self service 48