Agent burnout Contact Center Morale Wait times 
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. Higher queue times. Increased agent burnout.
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.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Xaqt
FEBRUARY 26, 2020
While no one knows what the actual impact of the virus will be, we expect that call centers across several industries along with public sector service agencies will be adversely impacted. In fact, states and communities that have implemented coronavirus hotlines are already experiencing high call volume and long wait times.
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.
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. Hold time is what happened for the customer.). Best-in-class contact centers use virtual queuing to avoid long periods of hold. #9 9 Wait time. 12 Wrap-up time.
Expert insights. Personalized for you.
73 
Let's personalize your content