Fonolo

AUGUST 19, 2021

And, those stats are even higher for customer support representatives, including call center agents. An overwhelming majority of call center agents (74%) are at risk for burnout. Maybe that’s why call center agent turnover rates are over double than those of other occupations. Increased irritability.

Agent burnout 148

Agent burnout Call Center Metrics Contact Center 148

Playvox

APRIL 4, 2023

Signs of contact center burnout to look for include new or increased: Irritability or cynicism Disengagement Isolation from colleagues Absenteeism Decreased productivity or performance These signs should be addressed immediately when you notice them. Gallup reports that low-effort managers engaging in “quiet firing” is a big issue.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Playvox

JULY 31, 2023

Engaging and empowering customer support center agents is as important as ever, so allow them to handle things themselves when they need to request annual leave or shift swaps. Workforce management software can empower employees with flexible change management and transparent real-time visibility.

Self service 85

Self service Management Coaching Contact Center 85

Playvox

JANUARY 11, 2024

The key functions of contact center workforce management are: Long-term capacity planning Interaction volume forecasting Staff scheduling Intraday management Historically call center managers maintained spreadsheets for agent forecasting and scheduling. But getting to this nirvana is no picnic. Does your spreadsheet do all that?

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic

The 'great resignation' and the 'great talent reshuffle' have impacted contact center and customer support staff as much, if not more than, any other part of the workforce. The importance of efficiency when onboarding and training agents. Traditional methods of agent coaching versus manual coaching techniques.

Contact Center

Playvox

APRIL 27, 2023

Related Article: How Contact Center Agent Burnout Decreases Productivity (And What You Can Do About It) Trend 3: Prioritization Of Employee Experience And Employee Engagement Your help desk is the relationship hub for your brand. No business can get accurate customer behavior data when operating in silos.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52