CSM Magazine

SEPTEMBER 10, 2021

We count on agents for assistance with a broad array of consumer needs including technology, healthcare, housing, finance, utilities, entertainment, travel, and internet access. However, the world of agents has also been complicated by legacy technology that has driven more complexity in agents’ roles. 21% Quotas.

Agent burnout 52

Agent burnout Coaching Metrics Entertainment 52

SharpenCX

APRIL 29, 2020

And, look to your year-over-year metrics for added guidance, too. Once you have these predictions on deck, you can use WFM tools (like Sharpen + Community WFM ) and additional service-level metrics to figure out how many agents you need to take care of incoming customer needs. Coaching builds confidence in your agents.

Coaching 76

Coaching Management Contact Center Morale 76

Fonolo

FEBRUARY 19, 2019

Call Center Metrics. We tip our hat to the managers that face the day-to-day challenge of hiring agents and keeping them in good spirits. Telltale Signs: How to Identify Call Center Agent Burnout. Apple’s Business Chat Has a Golden Moment to Dominate Customer Service. Is Chat Eating into Phone-Based Customer Service?

Call Center 62

Call Center Contact Center Agent burnout Gamification 62