Fonolo

MARCH 8, 2022

As call center leaders, we know the list of things to manage on the floor is endless. Behind hold times and high call volumes, management must ensure every agent is trained, every shift is covered, and every customer is satisfied. One vital aspect of call center efficiency is call center workforce management (WFM).

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call center workforce Call Center Agent burnout Management 75

Playvox

JANUARY 11, 2024

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). What is Workforce Management for Call Centers?

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Skybridge

JUNE 10, 2020

How are your agents doing during this unprecedented, often confusing, sometimes painful time? When I’m asked to share tips on keeping at-home agents engaged, I can’t avoid the obvious first answer: either invest in the technology, the management team, and the process redesign – or choose a BPO that has made that investment.

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Fonolo

AUGUST 5, 2021

Now that a large percentage of customer service agents are working remotely, it’s never been more important to ensure you have a solid training system in place. When employees are far apart, proper training tools can drive employee engagement and help ensure everyone is on the same page.

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Fonolo

OCTOBER 19, 2021

Though they vary from person to person, there are a few universal pros and cons to working in a contact center environment that all agents tend to agree on. The best way for call center managers to combat the cons is to identify what they are and what you can do to help your agents work through them. Agent burnout.

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JustCall

DECEMBER 1, 2022

Work from home call centers must deal very cautiously with employees who prefer to work from home. The need of the hour is for managers of work from home call centers to assist, interact and engage with their home agents using a range of reporting, monitoring and management tools. Image Source.

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Talkdesk

JULY 16, 2019

What is Performance Management? Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. That’s where leveraging contact center performance management software can help.

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Playvox

APRIL 4, 2023

Just like agents are protecting your company, contact center leaders and managers need to protect them and their mental health. 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.

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Monet Software

NOVEMBER 11, 2020

Once an employee reaches burnout stage, you’re in crisis mode. As we mentioned in our previous post about short-term employee engagement for contact centers , burnout isn’t a sudden-onset problem. These can include performance declines, adherence problems and eventually the loss of a highly experienced agent.

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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.

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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. If creating a successful call center is proving challenging, our team has 40+ years of experience managing call centers and creating successful cultures.

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Call Center Morale Employee engagement Customer centricity 62

CSM Magazine

AUGUST 8, 2023

Bob Dylan once sang, ‘The Times They Are a-Changin’ and when it comes to prioritising employee engagement, this is certainly true. 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. Then apply a little common sense.

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Fonolo

SEPTEMBER 28, 2021

Congratulations, call center manager! To help start you off on the right foot, we’ve put together a guide about all things call center management , so you know exactly how to succeed and can teach your agents how to do the same. The Contact Center Guide to Managing Spikes in Call Volume. Click To Tweet.

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Call Center Management Agent burnout Employee engagement 150

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. I’ve encountered agents like this, and it’s truly the best way to handle any situation). Plus So Much More!

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Customer Service Agent burnout Best practices Call Center 100

Balto

FEBRUARY 6, 2023

Here’s why: The contact center is a people person’s dream job —agents get to work on their social skills, form relationships with others, and solve problems for customers. There’s plenty of room for advancement: 68% of tenured agents were actively working towards a promotion and 84.7% Basically, they’re happy where they are.

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Playvox

APRIL 27, 2023

The contact center technology trend toward more sophisticated and AI-driven workforce management software is paying big dividends for customer service centers that adopt these solutions. Today, though, customer service agents handle a variety of channels that operate far differently. Simply put, it’s where CX rises and falls.

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