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

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

Mindtouch

MARCH 16, 2018

There are a lot of reasons a customer support agent might be unhappy. Lack of resources and training, for example. 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.

Agent burnout 59

Agent burnout Customer Support Self service First call resolution 59

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.

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

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. Offer leadership training.

Call Center 52

Call Center Management Agent burnout Scripts 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.

Coaching 76

Coaching Management Contact Center Morale 76

JustCall

MARCH 6, 2023

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. Call center utilization can be defined as a measure of the agent’s productivity related to the capacity.

Call Center 52

Call Center Abandon rate Average Handle Time Metrics 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?

Contact Center 67

Contact Center Customer Service Agent burnout Benchmark 67

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

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.

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

Low FCR is often the result of under-trained staff, complicated processes or too much focus on speed! #6 Reduce this figure by training agents to answer queries more efficiently or by automating time-consuming parts of the job. #15 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

Agent Performance – Your reps are knowledgeable and trained well enough to resolve customer’s concerns on their first call. Less Agent Burnout – A first call resolution leads to less customer frustration directed towards reps and makes an inherently stressful job more enjoyable. What you measure improves.

First call resolution 40

First call resolution Contact Center Construction Agent burnout 40