Fonolo

FEBRUARY 14, 2019

We’ve previously discussed ways to combat agent burnout , but today we ask: What are the symptoms? Identifying the symptoms of burnout as soon as possible can significantly boost your service quality, workplace satisfaction, and bottom line. The Top Contact Center Trends to Watch in 2019. Investing in Agents.

Agent burnout 80

Agent burnout Call Center Gamification Contact Center 80

Playvox

OCTOBER 19, 2021

If you’re a contact center professional, you’re probably feeling the pain of agent staffing shortages. This difficulty includes finding contact center agents. It’s always been a challenge to recruit and retain talented agents. Increased agent burnout.

Contact Center 73

Contact Center Management Agent burnout Interactive Voice Response 73

Mindtouch

FEBRUARY 6, 2018

Despite the proliferation of new support channels and technology, agent turnover remains the number one problem for contact centers. It’s not a problem to be ignored: agent burnout can diminish call center morale and negatively impact customer support KPIs like CSAT and NPS.

Agent burnout 54

Agent burnout Self service Call Center Morale 54

Contact Center Pipeline

JANUARY 28, 2021

Although COVID-19 is still the central focus of our everyday lives, the contact center industry appears to be moving forward with optimism, lessons learned and plans for delivering customer service in a business environment that looks nothing like the previous years. Welcome, 2021! The new year always brings hope for new beginnings.

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Contact Center Agent burnout Customer Service Morale 147

Contact Center Pipeline

AUGUST 10, 2021

The phone beeps in my ear; I answer with, “Thank you for calling Hoosier Healthwise. This is Mark. How can I help you today?” I pause to allow the other person on the line to speak. He says, “Well, I hope you can,” and he says that he needs help selecting a health plan. I […].

Contact Center 208

Contact Center Management Personalization Agent burnout 208

SharpenCX

APRIL 1, 2020

Download Now: Partner with your VP of Ops to address these 7 projects in your contact center (one at a time). Use company goals as a marker for your quarterly contact center goals, so you set targets that contribute to the big picture. Put your quarterly goals on display in the contact center for your team to see.

Contact Center 67

Contact Center Customer Service Agent burnout Benchmark 67

Playvox

JANUARY 11, 2024

Call center workforce management is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost. WFM to the rescue.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

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). Plus, you toss in overseeing your contact center budget, too. Empathy doesn’t scale when your agents are overworked and overwhelmed.

Coaching 76

Coaching Management Contact Center Morale 76

Fonolo

NOVEMBER 15, 2017

The customer service profession is known for high turnover rates and agent burnout, however, some professionals greatly excel in this line of work, and show tremendous aptitude for delivering excellent customer care. Who Should Attend: VPs & Directors of Contact Centers. Consultant, Beyond Morale. Jim Rembach.

Customer Service 100

Customer Service Agent burnout Best practices Call Center 100

Balto

NOVEMBER 2, 2023

Modern enterprise contact center solutions utilize Artificial Intelligence (AI) and Machine Learning (ML) to identify customer pain points, the causes of low scores, and why your customers aren’t satisfied with their experience with your company. A contact center is considered successful if it’s customer-centric.

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contact center solutions Enterprise Contact Center Agent burnout 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. This is also an opportunity to dig deeper into the agent’s tasks and make sure they are realistic. Prevent Agent Burnout.

Call Center 52

Call Center Management Agent burnout Scripts 52

Xaqt

FEBRUARY 26, 2020

There is a lot of misinformation on the internet, and providing employees easy access to verified and accurate information will have a positive impact on moral and reduce fear. Employee Information Hotlines Keeping employees up to date on the current situation and your company's policies and procedures is critical.

Call Center 52

Call Center Interactive Voice Response Agent burnout Wait times 52

Fonolo

SEPTEMBER 28, 2021

To help start you off on the right foot, we’ve put together a guide about all things call center management , so you know exactly how to succeed and can teach your agents how to do the same. The Contact Center Guide to Managing Spikes in Call Volume. Why strong call center management is important.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

Playvox

MAY 25, 2023

Contact centers have changed drastically in recent years. The once “in-person” centers dealing with inbound calls have been replaced by global, distributed customer experience teams. In this post, we’ll explore several trends that are driving this growth and are influencing contact center leaders’ decision-making.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55

JustCall

NOVEMBER 22, 2023

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. This way, even lean teams can handle a large volume of customer queries.

Agent burnout 52

Agent burnout Upselling Coaching Contact center software 52

Voxjar

JANUARY 11, 2018

First Call Resolution (FCR) is arguably the most important metric for small and midsize contact centers to track. Despite the importance of tracking FCR, small and midsize contact centers are often at a disadvantage compared to the big budgets and resources that larger contact centers have.

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First call resolution Contact Center Construction Agent burnout 40

Babelforce

JULY 29, 2021

The difference between this and ASA still isn’t clear, think about this way: ASA is what happened for the contact center. Best-in-class contact centers use virtual queuing to avoid long periods of hold. #9 This usually indicates a contact center that receives more traffic than it can process. 9 Wait time.

Call Center 52

Call Center Abandon rate Contact Center Agent burnout 52