Playvox
FEBRUARY 2, 2022
Agent burnout directly harms the quality of customer service your business provides and significantly hurts your company’s bottom line. It’s hard to ignore the fact that contact centers are plagued with high agent burnout and turnover rates. What Causes Agent Burnout? Preventing Agent Burnout.
Comm100
OCTOBER 10, 2022
By introducing a chatbot, organizations are now expanding customer service availability, cutting costs, increasing team efficiency, so much more. In this blog, we’ll look at some of the best chatbot examples across industries, revealing how organizations are using automation and the benefits each brings. Reducing repetitive work.
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CCNG
MAY 11, 2022
Our industry does a nice job of illustrating the functions agents perform inside a call center or from work-at-home. With our industry's continued frenetic growth and recent staffing shortages, we have become so fixated on headcount that we often end up treating the hiring and training process as a production assembly line.
Fonolo
MAY 31, 2022
All folks new to the contact center world have many steep learning curves to overcome—a big one is picking up on industry jargon. Total Shift Time —The full amount of time an agent was scheduled to work. For example, Occupancy Rates can help predict agent burnout and satisfaction at work. Eventually, agents will quit.
Fonolo
MAY 31, 2022
All folks new to the contact center world have many steep learning curves to overcome—a big one is picking up on industry jargon. Total Shift Time —The full amount of time an agent was scheduled to work. For example, Occupancy Rates can help predict agent burnout and satisfaction at work. Eventually, agents will quit.
Fonolo
AUGUST 15, 2023
The Executive Guide to Improving 6 Call Center Metrics Occupancy rate is rarely calculated on an individual level; typically it will be used to determine which times of day, week or year you will need to schedule more agents to handle call volume. Lowering your target service level means fewer agents are needed, which raises occupancy.
Quiq
OCTOBER 16, 2020
A positive experience with a contact center agent can serve as the nudge customers need to make a purchase, while a frustrating conversation can deter existing customers and put off new customers entirely. Across industries, customer service plays a vital role in financial success.
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