CCNG

MARCH 8, 2023

As soon as an agent starts “just going through the motions” rather than engaging with customers, interaction quality plummets—and so do customer satisfaction scores. You know that preventing these types of scenarios is key to keeping morale high and productivity consistent—but how? So, what if the issue is apathy?

Morale 195

Morale Contact Center CCNG Agent burnout 195

JustCall

OCTOBER 16, 2023

Such circumstances fray the efficiency and morale of your customer service teams and steer them towards burnout, sending customer satisfaction spiraling down. Extended Wait Times High call volumes without a proper management system often translate to longer waiting periods for callers. of inbound calls.

Interactive Voice Response 52

Interactive Voice Response Management Wait times Agent burnout 52

JustCall

OCTOBER 16, 2023

Such circumstances fray the efficiency and morale of your customer service teams and steer them towards burnout, sending customer satisfaction spiraling down. Extended Wait Times High call volumes without a proper management system often translate to longer waiting periods for callers. of inbound calls.

Interactive Voice Response 52

Interactive Voice Response Management Wait times Agent burnout 52

Playvox

OCTOBER 19, 2021

Solutions include reducing agent-assisted volume, maximizing the capacity you already have, and automating processes in order to relieve agent burdens. What happens when you don’t have enough contact center agents? When you have an agent shortage, it causes significant CX, operational, morale, and cost issues.

Contact Center 73

Contact Center Management Agent burnout Interactive Voice Response 73

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?

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Outsource Consultants

JANUARY 3, 2024

Grading our 2023 BPO Industry Predictions Prediction: Agent Morale is 2023’s Top Priority In late 2022, we heard from new clients that a key concern for 2023 was partnering with BPO vendors adept at managing rising attrition rates.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

Contact Center Pipeline

AUGUST 10, 2021

The phone beeps in my ear; I answer with, “Thank you for calling Hoosier Healthwise. This is Mark. How can I help you today?” I pause to allow the other person on the line to speak. He says, “Well, I hope you can,” and he says that he needs help selecting a health plan. I […].

Contact Center 208

Contact Center Management Personalization Agent burnout 208

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.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

JustCall

DECEMBER 1, 2022

The need of the hour is for managers of work from home call centers to assist, interact and engage with their home agents using a range of reporting, monitoring and management tools. Call Center Online Management Tips. It can be difficult to manage remote call center agents. Image Source.

Call Center 52

Call Center Management Agent burnout Scripts 52

Mindtouch

MARCH 16, 2018

Regardless of the reason, an unhappy group of support agents can make for unhappy customers and seriously impact customer experience KPIs. Wherever you find agent burnout, dissatisfied customers are not far away. What makes customer support agents unhappy? Good for the agent, good for the customer.

Agent burnout 59

Agent burnout Customer Support Self service First call resolution 59

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.

Coaching 76

Coaching Management Contact Center Morale 76

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, create a culture of transparent communication, open dialogue and honest feedback—between and within employees and management.

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

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?

Contact Center 67

Contact Center Customer Service Agent burnout Benchmark 67

JustCall

MARCH 6, 2023

If the agent works for 8 hours per day, the utilization rate is 5 x 50 divided by 8 x 60, and the percentage works out to 52.08. Call center utilization figures can be used by managers to optimize operations. This is because the low rate could affect costs, morale and satisfaction.

Call Center 52

Call Center Abandon rate Average Handle Time Metrics 52

Fonolo

NOVEMBER 15, 2017

The customer service profession is known for high turnover rates and agent burnout, however, some professionals greatly excel in this line of work, and show tremendous aptitude for delivering excellent customer care. I’ve encountered agents like this, and it’s truly the best way to handle any situation). Plus So Much More!

Customer Service 100

Customer Service Agent burnout Best practices Call Center 100

Fonolo

SEPTEMBER 28, 2021

Congratulations, call center manager! 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. The Contact Center Guide to Managing Spikes in Call Volume. Click To Tweet.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

Xaqt

FEBRUARY 26, 2020

There is a lot of misinformation on the internet, and providing employees easy access to verified and accurate information will have a positive impact on moral and reduce fear. Our team manages the entire solution and there is no technical expertise required on your side.

Call Center 52

Call Center Interactive Voice Response Agent burnout Wait times 52

Contact Center Pipeline

JANUARY 28, 2021

Welcome, 2021! The new year always brings hope for new beginnings. Although COVID-19 is still the central focus of our everyday lives, the contact center industry appears to be moving forward with optimism, lessons learned and plans for delivering customer service in a business environment that looks nothing like the previous years.

Contact Center 147

Contact Center Agent burnout Customer Service Morale 147

JustCall

NOVEMBER 22, 2023

Many growing businesses are struggling with this very hidden blocker that’s making it hard for their agents to work efficiently. It’s called the “agent tech stack mess”. The agent tech stack mess primarily breeds agent burnout. The platform makes it easy for you to be where your customers are.

Agent burnout 52

Agent burnout Upselling Coaching Contact center software 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. minutes, thanks to Balto’s AI-powered, real-time guidance for agents.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 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.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55

Babelforce

JULY 29, 2021

You should expect some amount of idle time, and trying to abolish it completely can lead to agent burnout. Operating a blended contact center is an effective way of bringing idle time down to a manageable level. When incoming call levels are low, agents can place outbound calls to stay occupied. #20

Call Center 52

Call Center Abandon rate Contact Center Agent burnout 52

Voxjar

JANUARY 11, 2018

Less Agent Burnout – A first call resolution leads to less customer frustration directed towards reps and makes an inherently stressful job more enjoyable. Managers who measure and track quality performance give much better and much more timely feedback to their employees. That can leave you in a moral quandary….

First call resolution 40

First call resolution Contact Center Construction Agent burnout 40