Fonolo

OCTOBER 12, 2021

Conversations around call center optimization often focus on technology, training, and metrics, but call center workforce optimization also includes the physical elements of your operation. The physical environment in your call center can be just as impactful as the technology you use. Develop agent seating plans.

Call Center 147

Call Center Agent burnout Abandon rate call center workforce 147

Hodusoft

AUGUST 9, 2023

With so many customers valuing first-call resolution ( FCR ), the industry standard of 75 percent feels inadequate. This ensures adherence to quality standards and provides opportunities for targeted coaching and training to improve performance. Avoid agent burnout Agent burnout is a serious issue in the contact center industry.

Contact center software 52

Contact center software Contact Center Customer Service Agent burnout 52

SharpenCX

FEBRUARY 11, 2020

But, with the development of new technology, consumers today have different expectations. Technology opened the door for fast, responsive service. Next, track agent performance. Digital tools provide a greater level of sophistication to analyze your agents. Of course, some idle time is necessary to prevent agent burnout.

Call Center 67

Call Center Coaching Contact Center Agent burnout 67