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

Playvox

JULY 31, 2023

Reduced Labor Costs Overstaffing and understaffing are both major workforce scheduling challenges in customer service centers. Employees, for example, who have children might prefer to take on shifts that make them available for school drop-off and pick-up. Empowerment completely changes how employees feel about their jobs.

Self service 85

Self service Management Coaching Contact Center 85

JustCall

MARCH 7, 2023

Follow-Ups Superstar call agents make it a point to follow up with the customers they interact with to ensure that the solution delivered worked for them. Contact Center Technologies Contact center solutions are actually a stack of multiple technologies that help streamline the total operations at the facility.

Contact Center 52

Contact Center Multichannel Contact center software contact center solutions 52

Playvox

APRIL 6, 2023

If too many people are scheduled, you’ll see downtime between interactions, lower occupancy rates, and lower employee productivity for the agents. If not enough people are scheduled, you will often see agent burnout due to minimal breaks between interactions, a higher-than-ideal occupancy rate, and higher overtime costs.

Management 54

Management Contact Center Best practices Agent burnout 54

Playvox

DECEMBER 13, 2022

Related Article: Why You Need to Measure Customer Experience in Your Contact Center. Have you ever struggled to determine what caused an unexpected increase in volume or a decrease in service level? But this is an important component in identifying and resolving issues with volume and service levels.

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84

Playvox

MAY 25, 2023

Some channels are considered asynchronous, which refers to communication between an agent and a customer that does not happen at the same time. Common examples are emails or texts where the customer is not expecting a real-time response. Live chat or phone calls are good examples.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55