Fonolo

FEBRUARY 14, 2019

News Careers report found that customer service representatives suffer from below-average job flexibility. We’ve previously discussed ways to combat agent burnout , but today we ask: What are the symptoms? On top of this, a U.S. How do we properly make an early diagnosis?

Agent burnout 80

Agent burnout Call Center Gamification Contact Center 80

Mindtouch

MARCH 16, 2018

Regardless of the reason, an unhappy group of support agents can make for unhappy customers and seriously impact customer experience KPIs. Wherever you find agent burnout, dissatisfied customers are not far away. What makes customer support agents unhappy?

Agent burnout 59

Agent burnout Customer Support Self service First call resolution 59

Outsource Consultants

JANUARY 3, 2024

Many juggled the challenge of maintaining existing morale while migrating more agents back to the office ; while others simply wanted to ensure their agents stayed engaged. Outcome: Spot On Agent burnout was rampant in call centers throughout 2023 , with 32% of centers not actively monitoring for it.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

Fonolo

NOVEMBER 30, 2021

Superior customer service is at the heart of every successful retail call center, but with all the new online shopping technology, providing a seamless customer experience can become quite the challenge. TIP: Have new hires shadow your best customer service agents so they can pick up some tricks of the trade.

Customer Service 87

Customer Service Agent burnout Contact Center First call resolution 87

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What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

Contact Center

Fonolo

AUGUST 3, 2021

This is the percentage of interactions where your agents are able to resolve a customer’s issue during the first call, chat, or email. A high first contact resolution (also known as first call resolution ) means your agents are knowledgeable and highly effective in their work.

Call Center 142

Call Center Abandon rate Contact Center Metrics 142

NobelBiz

MARCH 6, 2023

Overall, the goal of predictive dialers is to minimize the time agents spend waiting for calls to connect while ensuring that they only connect to live calls that are most likely to result in a successful outcome. This can help increase the efficiency of call centers and improve the overall customer experience.

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52

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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Contact Center