Fonolo

NOVEMBER 30, 2021

If you were a brick-and-mortar-only business pre-pandemic, chances are you quickly pivoted to provide online shopping options for your customers. Creating a Customer Service Strategy That Drives Business Growth. Train your agents to be customer service obsessed. Not sure how? Follow these 6 steps.

Customer Service 87

Customer Service Agent burnout Contact Center First call resolution 87

Fonolo

MAY 31, 2022

From CSat score to Average Handle Time to First Call Resolution Rate , there are plenty of new terminologies that come with working at a contact center. Available Time (AT) —The amount of time an agent could theoretically work. Total Shift Time —The full amount of time an agent was scheduled to work.

Agent burnout 81

Agent burnout Contact Center Average Handle Time Call Center 81

Fonolo

AUGUST 3, 2021

You know that customer service is the backbone of your organization. Knowing where you stand with your customers and proving that value to stakeholders requires carefully crafted call center reporting that directly aligns with your organization’s Key Performance Indicators (KPIs). Agent occupancy.

Call Center 142

Call Center Abandon rate Contact Center Metrics 142

Fonolo

MAY 31, 2022

From CSat score to Average Handle Time to First Call Resolution Rate , there are plenty of new terminologies that come with working at a contact center. Available Time (AT) —The amount of time an agent could theoretically work. Total Shift Time —The full amount of time an agent was scheduled to work.

Agent burnout 67

Agent burnout Contact Center Average Handle Time Call Center 67

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? Inadequate tools and resources.

Agent burnout 59

Agent burnout Customer Support Self service First call resolution 59

NobelBiz

MARCH 6, 2023

Predictive dialers occupy a cornerstone place in every outbound calling strategy as they shorten the time between answered calls, enabling your team to connect with your customers and reach new leads faster. This ensures that customers are connected to the right agent.

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52

aircall

DECEMBER 28, 2020

Quality training and onboarding are key to maintaining a productive call center. Beyond that, it’s important to communicate clearly to customer support agents what you expect of them. Here are some tips for how to set clear expectations for distributed teams: State expectations simply and clearly. Support agent burnout.

Call Center 62

Call Center Analytics Agent burnout Metrics 62