Fonolo

MARCH 8, 2022

As call center leaders, we know the list of things to manage on the floor is endless. Behind hold times and high call volumes, management must ensure every agent is trained, every shift is covered, and every customer is satisfied. One vital aspect of call center efficiency is call center workforce management (WFM).

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call center workforce Call Center Agent burnout Management 75

Playvox

JULY 31, 2023

When thinking about workforce management (WFM), often people think of forecasting and scheduling. Employee self-service allows employees to access a host of information and take care of simple processes themselves, such as requesting leave, checking on their schedules, performing shift swaps, and viewing their performance against KPI metrics.

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Self service Management Coaching Contact Center 85

CCNG

MARCH 8, 2023

In this blog post, we're discussing how to recognize warning signs and prevent contact center agent apathy before it affects performance metrics (and profits!). You Didn't Hire Apathetic Agents Employee blame is often the first reaction when agent apathy is discovered. So, what if the issue is apathy?

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Morale Contact Center CCNG Agent burnout 195

Fonolo

SEPTEMBER 30, 2021

Adherence is the biggest factor in achieving ROI from a workforce management perspective. Call center managers want to ensure that overall agent performance is meeting service levels, and that agents are working when and where they’re needed. Agent burnout. The ROI of Call-Backs for Your Call Center.

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Call Center Schedule adherence Agent burnout call center software 136

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. Ensure your space works for you, your agents, and your customers. 5 Tips to Prevent Call Center Agent Burnout Before it Begins.

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Call Center Agent burnout Abandon rate call center workforce 147

Playvox

JANUARY 11, 2024

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). What is Workforce Management for Call Centers?

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Call Center Schedule adherence call center workforce Management 52

TechSee

MAY 18, 2022

How can Management ensure their call centers are up to par? While these metrics measure agents’ productivity, occupancy only considers the time agents are active when logged in , while utilization includes total work time. Why is Occupancy Metric Important? What is Occupancy in the Contact Center?

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Call Center Contact Center Benchmark Agent burnout 109

Playvox

APRIL 6, 2023

Maximizing workforce management efficiency through real-time data is an often-overlooked advantage for contact centers. There are several roles within the workforce management space, and each one is important in its own way. Related Article: 5 WFM Scheduling Tips To Make The Most Of Your Agents (and Improve Efficiency!)

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Management Contact Center Best practices Agent burnout 54

Fonolo

AUGUST 3, 2021

This is where organizing your contact center metrics into custom reports comes into play. The Executive Guide to Improving 6 Call Center Metrics. To clearly depict achievements and opportunities, your contact center metrics should be displayed in a visually appealing way that clearly defines your achievements.

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Call Center Abandon rate Contact Center Agent burnout 142

Fonolo

MARCH 25, 2021

But have you considered the impact of your agent satisfaction? Yet less than 30% of contact centers track this metric, despite its direct impact on standard industry KPIs. If you don’t know the state of your agents’ satisfaction levels, it can be difficult to create positive change. Perception of management.

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Call Center Surveys Agent burnout Contact Center 147

JustCall

APRIL 3, 2024

So, how do you manage call surges during unanticipated high-traffic periods? This blog unlocks the secrets of using IVR automation with JustCall to handle high call volume with ease and free up your agents for what matters most! This includes lead management, call logging, and generating summaries. High call volume: What is it?

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CSM Magazine

OCTOBER 10, 2023

Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. So, is Average Handle Time (AHT) still a relevant metric and what does it mean for contact centres today? Just be sure to update your WFM strategy as you add new channels, agents and technology.

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Average Handle Time Agent burnout Coaching Finance 59

SharpenCX

MAY 6, 2020

How you manage your contact center and develop your agents has a direct impact on customer outcomes and your bottom line. It’s time to break down your call center management by the numbers to see how you’re adding value each day. Coaching your agents improves the quality of service they provide. And, they enjoy doing it.

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Contact Center Call Center Coaching Agent burnout 76

Fonolo

OCTOBER 25, 2022

Absenteeism, otherwise known as absence rate, is arguably one of the most overlooked call center metrics. This percentage figure reveals the amount of unapproved or unplanned time agents spend away from their work. This can cause the following call center metrics to suffer: Cost of operation. Agent satisfaction and attrition.

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Call Center Agent burnout Abandon rate First call resolution 81

Playvox

NOVEMBER 29, 2022

While the issue is not unusual, it’s easier to manage if you have a solid call avoidance policy in place. When you create the right policy, you’ll get call avoidance rates down — to the benefit of both your customer satisfaction metrics and your agents’ experiences. Reduce Call Avoidance With Coaching And Training.

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Contact Center Agent burnout Coaching Best practices 77

Talkdesk

JULY 16, 2019

What is Performance Management? Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. That’s where leveraging contact center performance management software can help.

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Call Center Management Average Handle Time Schedule adherence 43

Playvox

APRIL 4, 2023

Just like agents are protecting your company, contact center leaders and managers need to protect them and their mental health. Signs And Effects Of Poor Agent Emotional Well-Being In Your Contact Center Working with customers requires a lot of emotional labor from your customer service center agents — even if customers are happy.

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Contact Center Agent burnout Morale Coaching 78

Fonolo

JANUARY 31, 2022

Agent productivity shouldn’t solely be based on the output of an agent – rather, it should consider the overall experience during each customer interaction. Learn how you can better your team performance below… How to Foster Agent Engagement in a Hybrid Contact Center. 4 Ways to Make Call Center Training More Fun.

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Call Center Average Handle Time Agent burnout Contact Center 87

Fonolo

AUGUST 15, 2023

When it comes to demystifying call center metrics, ‘occupancy rate’ shouldn’t be forgotten. Occupancy rate is basically a measure of how “busy” call center agents are when they are at work. Occupancy rate is the percentage of time that agents spend handling customer inquiries vs. waiting for calls (idle time).

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Call Center Schedule adherence Contact Center Agent burnout 67

JustCall

MARCH 6, 2023

Call Center Productivity and Metrics Call center metrics are crucial to understand and measure performance. They reveal agent strengths and weaknesses, as well as customer satisfaction, and whether or not you have the right people and technology in place. Over time, they indicate the need for more training.

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Call Center Abandon rate Average Handle Time Metrics 52

SharpenCX

APRIL 29, 2020

Workforce management in your contact center is all about finding balance. You balance the needs of your customers with the workload of your agents (and their development). And, you shouldn’t have to worry that running a lean contact center puts agents at risk for burnout and disengagement. Because modern WFM is shifting.

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Coaching Management Contact Center Morale 76

CSM Magazine

SEPTEMBER 10, 2021

Training, coaching, legacy technology, and lack of career opportunities top the list of issues for agents along with handling irate customers. Training/Coaching. A recurrent response by agents is that they want to be empowered to help customers. Nevertheless, 78% of agents report metric manipulation.

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Agent burnout Coaching Metrics Entertainment 52

Global Response

AUGUST 7, 2023

If creating a successful call center is proving challenging, our team has 40+ years of experience managing call centers and creating successful cultures. Instead, develop a culture of trust and respect, and train and empower employees to work autonomously in line with your company values. Invest in training and development.

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Call Center Morale Employee engagement Customer centricity 62

NobelBiz

MARCH 6, 2023

Predictive dialer software can also play pre-recorded messages, such as greetings or appointment reminders, before connecting the call to an agent. Moreover, it can provide real-time analytics to managers, allowing them to monitor call center performance and make adjustments as needed.

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Abandon Call Contact Center Agent burnout Abandon rate 52

SharpenCX

APRIL 1, 2020

You can create specific goals and benchmarks to help your agents reduce customer churn, like improving CSAT and positive customer outcomes. On the flipside, a corporate goal like improving workplace culture and manager training isn’t actionable to your customer service team. What about each week?

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Contact Center Customer Service Agent burnout Benchmark 67

Balto

FEBRUARY 6, 2023

Here’s why: The contact center is a people person’s dream job —agents get to work on their social skills, form relationships with others, and solve problems for customers. There’s plenty of room for advancement: 68% of tenured agents were actively working towards a promotion and 84.7% Basically, they’re happy where they are.

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Contact Center Coaching Surveys Scripts 52

SharpenCX

FEBRUARY 11, 2020

With upgraded reporting, you can see how agents perform compared to industry standards and your past track record. With metrics and KPIs, you set the bar for performance across your contact center. Use metrics to know where your agents need more coaching or training. Seize the idle time to train and coach agents.

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Call Center Coaching Contact Center Agent burnout 67

aircall

DECEMBER 28, 2020

Analytics also provides the means for you to set up metrics and KPIs to gauge your team’s productivity and inform your decisions about scaling your teams. Many companies have found that it’s a good strategy to assign a buddy to new employees, so they have someone to ask questions in addition to their manager. 1) Analytics.

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Call Center Analytics Agent burnout Metrics 62

JustCall

MARCH 7, 2023

A contact center is a facility in a business that enables it to manage all its customer interactions happening over multiple channels. Telephonic conversations can be integrated into contact centers; however, these departments are majorly responsible for managing digital communications. How Does a Contact Center Work?

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Contact Center Multichannel Contact center software contact center solutions 52

Robert Davis

APRIL 5, 2018

Telesales agents trained in conversational sales techniques provide a meaningful emotional connection that not only increases conversion rates and customer satisfaction, but customer loyalty as well. Let’s face it; the outbound agent will encounter many more “no’s” than “yes’s.” Outbound telemarketing is not for everyone.

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Telemarketing Outbound sales outsourcing Quality calibration 48

Robert C. Davis and Associates

APRIL 5, 2018

Telesales agents trained in conversational sales techniques provide a meaningful emotional connection that not only increases conversion rates and customer satisfaction, but customer loyalty as well. Let’s face it; the outbound agent will encounter many more “no’s” than “yes’s.” Outbound telemarketing is not for everyone.

Telemarketing 40

Telemarketing Outbound sales outsourcing Quality calibration 40

NobelBiz

FEBRUARY 21, 2023

This is where the need for better management of callbacks in contact centers emanates. And the best practices and tips for managing callbacks Agents proposing the best product or service is no longer a sure bet for success. Indeed, Callbacks are an excellent way to make interactions easier for call center agents and clients.

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Best practices Contact Center Abandon rate Management 52

Balto

NOVEMBER 2, 2023

According to a recent Forrester paper, 69% of contact center managers who have implemented AI solutions with a human touch say that the approach has been very effective in boosting customer experiences and tackling inefficiencies. What’s more, Balto assists your agents during calls and alerts them when they deviate from the script.

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contact center solutions Enterprise Contact Center Agent burnout 52

Playvox

APRIL 27, 2023

Ensure every customer service representative is well-trained on new engagement tools. Address all challenges that come up — for customers and agents. Leverage advanced analytics to gauge metrics such as customer retention rates and employee productivity. They need a more sophisticated approach to workforce management.

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Contact Center Gamification Agent burnout Employee engagement 52

Playvox

MAY 25, 2023

Workforce management (WFM) is a process that maximizes performance levels and competency for an organization. WFM involves effectively forecasting labor requirements and creating and managing staff schedules to accomplish a particular task on a day-to-day and hour-to-hour basis. It also helps track employees’ daily performance.

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Contact Center Workload forecasts Agent burnout Customer retention 55

Playvox

DECEMBER 13, 2022

During my career in workforce management, call avoidance was always an issue — regardless of the location of the business, the nature of the business, or the location of the agent. Call avoidance , now known as interaction avoidance, denotes the steps an agent takes to avoid handling a customer interaction. Review adherence.

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