Fonolo

AUGUST 10, 2021

No matter how great your product or service is, the success of your contact center largely depends on the customer service you provide. Ultimately, if customers don’t have a good experience, they’re likely not going to call back. Start by creating a customer care vision and set goals. DID YOU KNOW?

Contact Center 167

Contact Center Customer Service Agent burnout Customer Care 167

Mindtouch

FEBRUARY 6, 2018

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. Not to mention how expensive it is to constantly hire and train new agents. Customer self-service – the agent burnout antidote.

Agent burnout 54

Agent burnout Self service Call Center Morale 54

TechSee

MAY 4, 2021

Economic and logistical challenges have resulted in businesses turning to the gig economy to support and scale their customer service and sales efforts while lowering their fixed costs and in-house overhead. The Concept of GigCX: Freelance customer service agents. Why Customer Service is adopting the Gig Model.

Customer Service 182

Customer Service Contact Center Agent burnout Call Center 182

Vistio

DECEMBER 12, 2023

High training costs, high attrition, agent burnout, and outdated systems get in the way of empowering agents to provide excellent customer service. So, how best to fix these issues to boost agent productivity and morale?

Agent burnout 52

Agent burnout Morale Customer Experience Customer Service 52

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

Hodusoft

AUGUST 9, 2023

Improving Customer Service in BPOs with Multi-Tenant Contact Center Software Noted management guru Peter F. It isn’t surprising to see that many small, medium, and large businesses outsource their customer service to BPOs. Just imagine you are a business owner who is considering outsourcing customer service.

Contact center software 52

Contact center software Contact Center Customer Service Agent burnout 52

Toister Performance Solutions

MARCH 16, 2023

Team Remote touts the cost savings, flexibility, and improved quality of life that comes from having agents work remotely. Here’s some good news for Team Remote: your agents report having better bosses. In early 2023, I launched a study on contact center agent burnout. Empowerment also requires good training.

Contact Center 82

Contact Center Agent burnout Feedback Call Center 82

Myra Golden Media

APRIL 17, 2017

The twentieth of May marks 16 years that I’ve been in business for myself, doing the things I’ve dreamt about, the things I love – training, writing, designing curriculum. I love where I am and what I do; yet recently I have experienced burnout. Guilt was my first response to burnout.

Customer Service 229

Customer Service Call Center Contact Center Agent burnout 229

Comm100

FEBRUARY 21, 2023

There’s no question that the use of AI in customer service is on the rise. It’s estimated that by 2026, 1 in 10 agent interactions will be automated , saving $80 billion in labor costs. This blog will reveal why more and more organizations are adopting AI by highlighting the key benefits of AI in customer service.

Customer Service 66

Customer Service Chatbots Agent burnout Wait times 66

CCNG

MARCH 8, 2023

For example, agents may become apathetic due to the lack of resources they need, misaligned expectations in terms of workload, lack of recognition and/or reward for their efforts, inadequate training or communication guidelines, and workplace culture clashes.

Morale 195

Morale Contact Center CCNG Agent burnout 195

Toister Performance Solutions

MARCH 2, 2023

Burnout is defined by the American Psychological Association as "physical, emotional, or mental exhaustion accompanied by decreased motivation, lowered performance, and negative attitudes towards oneself and others." The topics ranged from the training they received to whether they had a good friend at work.

Contact Center 101

Contact Center Agent burnout Surveys Accountability 101

Nicereply

JULY 27, 2021

Over time, this allows you to maintain a healthy team by reducing the chances of agent burnout and keeping your budget at levels that executives love to see. When capacity planning is done well, it means your team is proactively prepared for volume changes, rather than reacting to increasing reply times and frustrated customers.

Customer Service 98

Customer Service Agent burnout Average Handle Time Education 98

CSM Magazine

JANUARY 25, 2023

Magnus Geverts shares his top tips for beating agent burnout—and the competition—in 2023. Great news for businesses that rely on the festive season to tide them over during the leaner months but extremely stressful for agents in contact centres. Reassess agent training programmes to make sure they are ready for the year ahead.

Agent burnout 52

Agent burnout Analytics Gamification Coaching 52

ShepHyken

MARCH 20, 2023

Each week, I read many customer service and customer experience articles from various resources. 8 Best Practices for Creating a Compelling Customer Experience by G. Hult (Harvard Business Review) How can a company best create a compelling customer experience? Here are my top five picks from last week.

Journey mapping 31

Journey mapping Agent burnout Customer Service Airlines 31

CCNG

MAY 11, 2022

How can we effectively recruit, train, develop, and retain talent if we don't know who we are hiring or why they're applying for a call center job in the first place? agents lack appreciation for the call center job? call center agent or should it be expected? Customers are more impatient, and who can blame them?

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 195

TechSee

MAY 18, 2022

This means that to measure occupancy, Management would look only at the agent’s capacity to engage with customers vs. the time actually spent engaging with customers. For example, team meetings or training would not be included in the equation because agents would not be capable of engaging with customers during that time.

Call Center 109

Call Center Contact Center Benchmark Agent burnout 109

ShepHyken

APRIL 10, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Experience Is Everyone’s Responsibility by Rebecca Hinds and Sarang Gupta (Harvard Business Review) In today’s digital-first world, achieving great customer experiences is more challenging than ever.

Customer Service 31

Customer Service Agent burnout Chatbots Engineering 31

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. Patience is a sure-fire sign of someone well-equipped for the customer service profession.

Customer Service 100

Customer Service Agent burnout Best practices Call Center 100

Fonolo

MARCH 25, 2021

The connection between agent attrition and agent satisfaction is obvious — the happier your agents are in their work, the less likely they are to leave your team. Replacing and training your employees is costly, so their satisfaction ties directly to your bottom line. What would make your daily work experience better?

Call Center 147

Call Center Surveys Agent burnout Contact Center 147

Fonolo

JANUARY 31, 2022

Agent productivity shouldn’t solely be based on the output of an agent – rather, it should consider the overall experience during each customer interaction. Learn how you can better your team performance below… How to Foster Agent Engagement in a Hybrid Contact Center. 5 Ways to Help Agents Stay Productive.

Call Center 87

Call Center Average Handle Time Agent burnout Contact Center 87

Fonolo

MARCH 8, 2022

Behind hold times and high call volumes, management must ensure every agent is trained, every shift is covered, and every customer is satisfied. Call centers that provide exceptional customer service usually have many people working behind the scenes to ensure operational efficiency. Agent burnout.

call center workforce 75

call center workforce Call Center Agent burnout Management 75

Playvox

APRIL 4, 2023

Signs And Effects Of Poor Agent Emotional Well-Being In Your Contact Center Working with customers requires a lot of emotional labor from your customer service center agents — even if customers are happy. Burnout Burnout is at the heart of poor emotional well-being in a contact center.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Playvox

NOVEMBER 29, 2022

While to the agent, it’s just handling another customer interaction, they are the “face” of the company and take the brunt of the rage from the customer. When customers are in a rage, it can be incredibly difficult to defuse the situation, creating stress and burnout for your agents. Listen to the employee.

Contact Center 77

Contact Center Agent burnout Coaching Best practices 77

CSM Magazine

OCTOBER 4, 2022

These solutions boost agent effectiveness and engagement, while improving customer satisfaction and lowering costs, by using Qualtrics’ industry-leading natural language understanding and machine learning capabilities to identify sentiment, reasons for calls, common issue resolutions, compliance risks, and more. Real-Time Agent Assist.

contact center solutions 52

contact center solutions Contact Center Agent burnout Agent Empowerment 52

Fonolo

JANUARY 25, 2022

5 Tips to Prevent Call Center Agent Burnout Before it Begins. Agent onboarding and training. Keeping agents interested in their work can be a challenge, but with the right onboarding and training strategies, they’ll constantly be learning new information. Customer experience.

call center workforce 81

call center workforce Call Center Agent burnout Interactive Voice Response 81

JustCall

APRIL 3, 2024

This sudden influx of calls can be anything – from customers reaching out and potential leads dialing in to support requests. When a call surge hits, your sales and customer service teams bear the brunt. This automation streamlines workflows and ensures essential information is readily accessible to agents during calls.

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

SharpenCX

APRIL 1, 2020

And we’re here to help you do the same with quarterly customer service goals. Let’s map out quarterly customer service goals to set your team up for success. We’re walking through five steps to setting customer service goals that your team can accomplish in 90 days.

Contact Center 67

Contact Center Customer Service Agent burnout Benchmark 67

Fonolo

MAY 31, 2022

Utilization Rate will help you determine the total time your agents are logged in, assisting customers, and available to assist customers but doing other things. Some tasks to keep in mind are: Training sessions. Total Shift Time —The full amount of time an agent was scheduled to work. Eventually, agents will quit.

Agent burnout 81

Agent burnout Contact Center Average Handle Time Call Center 81

Mindtouch

MARCH 16, 2018

There are a lot of reasons a customer support agent might be unhappy. Lack of resources and training, for example. Regardless of the reason, an unhappy group of support agents can make for unhappy customers and seriously impact customer experience KPIs. What makes customer support agents unhappy?

Agent burnout 59

Agent burnout Customer Support Self service First call resolution 59

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). A higher rate means less idle time.

Call Center 142

Call Center Abandon rate Contact Center Metrics 142

Babelforce

SEPTEMBER 22, 2023

It’s estimated that the cost of replacing a single agent is anywhere between $5,000 to $7,500. But what exactly is agent burnout? Read on for: • What is Agent Burnout? • Why is Preventing Agent Burnout Important? • Why is Preventing Agent Burnout Important? And who can blame them!

Agent burnout 52

Agent burnout Contact Center Call Center Surveys 52

Fonolo

MAY 31, 2022

Utilization Rate will help you determine the total time your agents are logged in, assisting customers, and available to assist customers but doing other things. Some tasks to keep in mind are: Training sessions. Total Shift Time —The full amount of time an agent was scheduled to work. Eventually, agents will quit.

Agent burnout 67

Agent burnout Contact Center Average Handle Time Call Center 67

CSM Magazine

OCTOBER 10, 2023

Back in the contact centre, supervisors might not even care about the overall average handle time focusing instead on how to improve individual team member scores through better training or systems. While leaders often ask agents to ‘walk in the customer’s shoes’, such advice usually exacerbates these negative consequences.

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

CSM Magazine

AUGUST 8, 2023

One of the positives to come out of the pandemic is that it made every customer service department think more about the wellbeing of employees than ever before. It’s a welcome shift because for most contact centre managers, agent stress is the biggest labour issue on their minds and it’s diminishing the customer experience (CX).

Employee engagement 52

Employee engagement Agent burnout Gamification Analytics 52

Balto

NOVEMBER 2, 2023

We unite agents with AI to boost your contact center’s efficiency, guide agents with on-the-job training, proactively identify and solve customer needs, and automate the QA process with 100% call scoring. What’s more, Balto assists your agents during calls and alerts them when they deviate from the script.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

Global Response

AUGUST 7, 2023

Culture is one of the most nebulous aspects of any company or team—but creating a positive one can make or break your employee experience, your customer service, and your bottom line. Instead, develop a culture of trust and respect, and train and empower employees to work autonomously in line with your company values.

Call Center 62

Call Center Morale Employee engagement Customer centricity 62