Contact Center Pipeline

AUGUST 10, 2021

I pause to allow the other person on the line to speak. The phone beeps in my ear; I answer with, “Thank you for calling Hoosier Healthwise. This is Mark. How can I help you today?” 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

JULY 31, 2023

When thinking about workforce management (WFM), often people think of forecasting and scheduling. Ensuring that employees can be a part of managing their schedule has big benefits. Workforce management processes focus on optimizing how, where, and when work gets done, and who is best suited to do the job.

Self service 85

Self service Management Coaching Contact Center 85

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

CCNG

MAY 4, 2022

They work with people who are frequently frustrated and unhappy, knowing it’s their job to change the mood of this person by resolving their problem efficiently. It's the pressure of working with demanding customers every day in a highly structured environment which makes agent burnout a real thing.

Agent burnout 195

Agent burnout Contact Center Call Center Personalization 195

Fonolo

OCTOBER 19, 2021

Though they vary from person to person, there are a few universal pros and cons to working in a contact center environment that all agents tend to agree on. The best way for call center managers to combat the cons is to identify what they are and what you can do to help your agents work through them.

Call Center 95

Call Center Agent burnout Contact Center Call center experience 95

CCNG

MARCH 8, 2023

Agents do not come preloaded with indifference; it builds over time as job roles and values fail to align, or expectations of performance and development are either unknown or unrealistic. Managers need to dive in deep and understand what could have resulted in such a disengaged workforce. So, what if the issue is apathy?

Morale 195

Morale Contact Center CCNG Agent burnout 195

SmartAction

JUNE 27, 2023

With conversational AI, you can maintain a personalized touch while improving response times and accuracy. Plus, your live agents will still be there to provide support when needed. Management Approval Struggles? It’s time to get the green light from upper management!

Contact Center 83

Contact Center Virtual Agent Agent burnout Self service 83

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. Taking unnecessary, unauthorized, or excessive personal break time.

Contact Center 77

Contact Center Agent burnout Coaching Best practices 77

Fonolo

AUGUST 10, 2021

Developing a customer care strategy can be overwhelming, but when you break it down, it becomes a lot more manageable. How should a customer feel before they get connected to an agent, during their call, and after? It’s important to equip your call center with tools that can help agents keep up with high call volumes.

Contact Center 167

Contact Center Customer Service Agent burnout Customer Care 167

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.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

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

CCNG

MAY 11, 2022

If you interact with call center agents in the U.S., then you know firsthand the diverse makeup of the agent population - from millennials to individuals near retirement age and career call center professionals to persons seeking short-term employment. What is the general perception of call centers? Let's keep it real.

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 195

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. This seems to be the sweet spot necessary to balance appropriately between efficiency and agent burnout.

Call Center 109

Call Center Contact Center Benchmark Agent burnout 109

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.

Contact Center 76

Contact Center Call Center Coaching Agent burnout 76

CSM Magazine

OCTOBER 10, 2023

What is more, 80% of consumers expect to solve their complex problems by speaking to just one person and yet between hold times, hand-overs, and ill-equipped agents, over half claim their interactions with support staff remain fragmented. Just be sure to update your WFM strategy as you add new channels, agents and technology.

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

Babelforce

SEPTEMBER 22, 2023

It’s estimated that the cost of replacing a single agent is anywhere between $5,000 to $7,500. But what exactly is agent burnout? Read on for: • What is Agent Burnout? • Why is Preventing Agent Burnout Important? • Why is Preventing Agent Burnout Important? And who can blame them!

Agent burnout 52

Agent burnout Contact Center Call Center Surveys 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

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

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. This change in focus led clients to make decisions increasingly based on agent satisfaction levels.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

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?

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

Fonolo

OCTOBER 25, 2022

This percentage figure reveals the amount of unapproved or unplanned time agents spend away from their work. This may include sick days, unapproved personal days, and extended breaks at the office. Now that we’ve established the importance of managing call center absenteeism, it’s time for the next topic: how to manage its root causes.

Call Center 81

Call Center Agent burnout Abandon rate First call resolution 81

Nicereply

MAY 28, 2019

All those factors can combine to cause agent burnout. If you’re not familiar with the term, agent burnout refers to when someone starts feeling cynical, disengaged, overwhelmed, and even depressed as a side effect of overworking. Outside of the negative effects on your agents, burnout also impacts your business.

Agent burnout 76

Agent burnout Metrics Feedback Surveys 76

ShepHyken

MARCH 20, 2023

But, increasingly, companies large and small are making it difficult to access a real, live person when help is needed. Some phone lines are seemingly staffed entirely by robots, forcing you to go through menu after menu in quest of a live, real person. The author clearly defines the definition of personalization in business.

Journey mapping 31

Journey mapping Agent burnout Customer Service Airlines 31

Quality Contact Solutions

DECEMBER 31, 1969

By Marcia Jenkins, Senior Operations Manager. We all want our agents busy, but not too busy, right? Staff utilization, also referred to as agent utilization is simply the percentage of time an agent is spent handling customer interactions. We know what to look for and how to meet your contact management services goals.

Telemarketing 49

Telemarketing Agent burnout Call Center call center solutions 49

Comm100

OCTOBER 10, 2022

While these queries can easily lead to agent burnout, they also use up valuable agent time. Chatbots can be used to handle almost all of these common inquiries so agents have more time to focus on more complex questions and tasks. Managing all the common requests that don’t need agent involvement.

Chatbots 92

Chatbots Customer Service Self service Agent burnout 92

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.

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52

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

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?

Contact Center 52

Contact Center Multichannel Contact center software contact center solutions 52

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.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

SharpenCX

FEBRUARY 11, 2020

Use metrics to know where your agents need more coaching or training. When you pair KPIs with your agent’s personality and strengths tests, you can place agents on tasks that they’re gifted in. Of course, some idle time is necessary to prevent agent burnout. You’ll see in the data where inefficiencies lie.

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

aircall

DECEMBER 28, 2020

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. Team members are individual in their skills and personalities. At the same time, managers must ensure that all team members are working toward the same goals. Missed sales.

Call Center 62

Call Center Analytics Agent burnout Metrics 62

Robert Davis

APRIL 5, 2018

Let’s face it; the outbound agent will encounter many more “no’s” than “yes’s.” Agent burnout is high due to the aforementioned “rejection factor” inherent in outbound selling. The agent turnover rate for outbound programs can often be two to three times higher than for inbound or other call center functions.

Telemarketing 48

Telemarketing Outbound sales outsourcing Quality calibration 48

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. The answer is personalized Customer Experience and User Experience.

Best practices 52

Best practices Contact Center Abandon rate Management 52

Playvox

AUGUST 25, 2021

As in-person interactions with customers have largely been suspended during the pandemic, customer experience centers have evolved from simply offering reactive support to providing proactive customer engagement. One Solution for Workforce Engagement Management and Quality Assurance.

Management 57

Management Agent burnout Contact Center Coaching 57

Robert C. Davis and Associates

APRIL 5, 2018

Let’s face it; the outbound agent will encounter many more “no’s” than “yes’s.” Agent burnout is high due to the aforementioned “rejection factor” inherent in outbound selling. The agent turnover rate for outbound programs can often be two to three times higher than for inbound or other call center functions.

Telemarketing 40

Telemarketing Outbound sales outsourcing Quality calibration 40

Dialer 360

SEPTEMBER 27, 2018

The integration of these key factor makes contact center environment, fatigue and burnout. If there are some personal accomplishments so reps can burnout. For some the persons, there are much stress results in an inability to work efficiently. It also gives their best to meet the requirements that imposed via management.

Agent burnout 20

Agent burnout Contact Center Call Center Contact center software 20