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

Voxjar

JANUARY 11, 2018

Better Customer Effort Scores – Customer effort score is often a better measure of customer loyalty than CSAT. Customers will ultimately resent you if they have to jump through too many hoops to finally get an answer. Employees need good feedback. And this feedback needs to be timely.

First call resolution 40

First call resolution Contact Center Construction Agent burnout 40

Babelforce

NOVEMBER 25, 2021

In this post: Average Handling Time Customer Satisfaction Service Level First Contact Resolution Call Abandonment Rate Percentage of Calls Blocked Call Transfer Rate Wrap-up Time Customer Effort Score Average Idle Time. Of course, this feedback is only useful if you can do something about it! 9 Customer Effort Score.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52