Fonolo

SEPTEMBER 28, 2021

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. They motivate employees through goal setting, help resolve conflicts, and play a large role in improving employee morale.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

Playvox

JANUARY 11, 2024

Read on for a complete guide on how to improve operational efficiency and deliver a better customer experience (CX) through WFM. If that’s a mouthful, think of it as ensuring the right agents are in the right place at the right time. What is Workforce Management for Call Centers? Leaders must set the tone for everyone else to follow.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

SharpenCX

APRIL 29, 2020

And, you shouldn’t have to worry that running a lean contact center puts agents at risk for burnout and disengagement. Download Now: How to put your contact center data to work for a better customer experience. To keep your team engaged and performing at their best, your agents need to be coached daily.

Coaching 76

Coaching Management Contact Center Morale 76

Babelforce

JULY 29, 2021

4 Service level. Service level is the percentage of calls agents answer within a predefined time limit. A standard version of service level is 80% of calls answered within 20 seconds. When calculating service level, you must decide whether or not to include abandoned calls. #5

Call Center 52

Call Center Abandon rate Contact Center Agent burnout 52

Playvox

MAY 25, 2023

No contact center wants to be caught off-guard by unexpected volumes and missed service levels on a daily basis or be blind to what is going on in real time across their business. People sitting around and not being productive is bad for morale and customer experience.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55