Agent burnout, Exercises and First call resolution

The Ultimate Guide to Creating a Successful Predictive Dialer Campaign for Your Business

NobelBiz

MARCH 6, 2023

This ensures that customers are connected to the right agent. Track call center metrics, such as average handling time, first-call resolution rate, and customer satisfaction scores. This information is useful in identifying areas for improvement and optimizing call center operations.

Abandon Call

Abandon Call Contact Center Agent burnout Abandon rate

The Complete Guide to Call Center Management

Fonolo

SEPTEMBER 28, 2021

Although you may not be able to tell if someone possesses these qualities strictly based on their CV, you can get a better idea if their personality is suited for the job by integrating a role-playing exercise into your interview process. Have a situation in mind and act as if you were the customer on a phone call with the candidate.

Call Center

Call Center Management Agent burnout Employee engagement

Customer Contact Central

The Ultimate Guide to Creating a Successful Predictive Dialer Campaign for Your Business

The Complete Guide to Call Center Management

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