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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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. Agent burnout.

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Call Center Agent burnout Contact Center Call center experience 95

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.

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Agent burnout Metrics Feedback Surveys 76

Skybridge

JUNE 10, 2020

How are your agents doing during this unprecedented, often confusing, sometimes painful time? When I’m asked to share tips on keeping at-home agents engaged, I can’t avoid the obvious first answer: either invest in the technology, the management team, and the process redesign – or choose a BPO that has made that investment.

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Agent burnout Call Center At home agents Coaching 52

JustCall

APRIL 3, 2024

So, how do you manage call surges during unanticipated high-traffic periods? Let’s explore the top 10 tips high call volume call centers could use. 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! High call volume: What is it?

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

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. 6 Tips For Writing Your Contact Avoidance Policy.

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Contact Center Agent burnout Coaching Best practices 77

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.

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Call Center Management Agent burnout Scripts 52

SharpenCX

FEBRUARY 11, 2020

To keep up, let’s take a look at a few call center efficiency tips to help you improve your call center performance to keep customers happy. Tip #1: Know your Agents and Encourage Autonomy. Where would you be without your agents in the first place? Tip #2: Take Advantage of Idle Time. Coaching takes many forms.

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Call Center Coaching Contact Center Agent burnout 67

Fonolo

AUGUST 3, 2021

On the other side of the spectrum, a low percentage means that there is room for coaching and training to improve your agents’ product and service knowledge. This metric measures whether your agents are managing and adhering to their schedules. 4 Tips to Reduce Call Abandonment in Your Contact Center.

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Call Center Abandon rate Contact Center Metrics 142

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

OCTOBER 10, 2023

Automated Workforce Management (WFM) solutions help to balance efficiency with effectiveness by optimising multi-skill scheduling. Just be sure to update your WFM strategy as you add new channels, agents and technology. For more tips on how to improve AHTs in your contact centre, visit www.calabrio.com.

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Average Handle Time Agent burnout Coaching Finance 59

Fonolo

JANUARY 31, 2022

Measuring the authenticity and thoroughness of an agent’s customer interactions isn’t as tricky as you think. Fonolo has a handy playbook with tips on how to improve your CSat score. 5 Ways to Help Agents Stay Productive. Customer wait times are reduced and agents have some time to catch their breath—everyone wins!

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Call Center Average Handle Time Agent burnout Contact Center 87

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.

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Agent burnout Customer Support Self service First call resolution 59

Fonolo

NOVEMBER 30, 2021

Whether you’re introducing a new agent to your brand or retraining an established agent on some of the basics, ensuring you have a training strategy in place that focuses on customer service is a key factor in driving success. TIP: Have new hires shadow your best customer service agents so they can pick up some tricks of the trade.

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Customer Service Agent burnout Contact Center First call resolution 87

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. When comparing the U.S. and world are dealing with today.

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Call Center outsourcing Agent burnout Business Process Outsourcing 195

Fonolo

OCTOBER 25, 2022

Agent satisfaction and attrition. 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. Keep in mind that some of these factors will be outside of management’s control — here are a few examples: Sick days and personal days.

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Call Center Agent burnout Abandon rate First call resolution 81

ShepHyken

MARCH 20, 2023

He also shares some fantastic tips to consider as you’re creating the journey map for your organization. A new study by CMP Research, a market intelligence firm for the customer management industry, suggests many call center workers are at the end of their rope. Losing Customers Due to Lack of Relevance? There may be a reason.

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Journey mapping Agent burnout Customer Service Airlines 31

Quiq

OCTOBER 16, 2020

Occupancy: Occupancy is the amount of time an individual agent spends actively occupied on a customer interaction. An excessively low occupancy suggests the contact center has hired more agents than contact volume demands. Try these tips to improve contact center efficiency: Use Historical Data.

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Contact Center Agent burnout Metrics Service level 52

Fonolo

AUGUST 15, 2023

Agents need time to take a breath and collect their thoughts between calls; If they don't get it, their performance suffers, followed by higher absenteeism and, eventually, agent attrition. Consider an agent who is engaged in call-related work for 45 minutes during a 60 minute period.

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Call Center Schedule adherence Agent burnout Contact Center 67

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

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.

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Call Center Management Agent burnout Employee engagement 150

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. At the same time, managers must ensure that all team members are working toward the same goals. Support agent burnout. Most Important Elements of a Distributed Team .

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Analytics Call Center Agent burnout Metrics 62

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

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. Let’s see how callbacks are a crucial aid in managing callbacks in contact centers: 1.

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Best practices Contact Center Abandon rate Management 52

CX Global Media

JULY 1, 2017

Obvious Contact Center Agent Burnout Problem Revealed. If you stop and think about contact center agent burnout and turnover problems, why have you not considered musculoskeletal disorders (MSDs)? These Two Little Tips are Making Contact Centers Rich. Get the full article. Get the full article.

Contact Center 13

Contact Center Agent burnout Interactive Voice Response Chatbots 13

CSM Magazine

AUGUST 8, 2023

Discover the secret to agent wellbeing in your contact centre with hints and tips that work. It’s a welcome shift because for most contact centre managers, agent stress is the biggest labour issue on their minds and it’s diminishing the customer experience (CX). 5 Common Sense Tips for Driving Employee Engagement 1.

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Employee engagement Agent burnout Gamification Analytics 52

Fonolo

JANUARY 25, 2022

Although it sounds technical, WFO is just a fancy way of speaking to the management of all things call center-related in a way that boosts agent productivity and overall call center performance—however, there is a lot involved in developing a successful WFO strategy, and we have you covered with all the details.

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call center workforce Call Center Agent burnout Interactive Voice Response 81

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 KPIs.

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Contact Center Agent burnout Quality management contact center solutions 84

Nicereply

SEPTEMBER 6, 2022

This specific article was originally written in 2015, but it received a major update in 2022 and offers excellent tips for support leaders. As a manager, customer service principles help define what customer service means to your organization. 5 Tips for CX Leaders to Combat Customer Service Agent Burnout (Kustomer).

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Customer Service Complaint resolution Agent burnout Customer Support 97

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

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Call Center Abandon rate Contact Center Agent burnout 52

Sykes

DECEMBER 14, 2017

This most frequently occurs within our highest risk populations — members who struggle with care management or who are managing multiple medical conditions and have limited access to various support channels. Ensure that prospective members won’t be met with long hold times and overwhelmed agents when they come to you for answers.

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Agent burnout Healthcare Wait times Self service 40

Sykes

DECEMBER 14, 2017

This most frequently occurs within our highest risk populations — members who struggle with care management or who are managing multiple medical conditions and have limited access to various support channels. Ensure that prospective members won’t be met with long hold times and overwhelmed agents when they come to you for answers.

Agent burnout 40

Agent burnout Healthcare Wait times Self service 40

SharpenCX

AUGUST 4, 2020

It takes on the simpler tasks eating away at your time so you can properly manage losses in demand or changes in customer expectations. Automation rids your agents of the boring repetitive tasks and empowers them to focus attention on the customers who need human intervention. Automation also benefits you, manager.

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Call Center Technology Self service Coaching 67

Fonolo

FEBRUARY 19, 2019

We tip our hat to the managers that face the day-to-day challenge of hiring agents and keeping them in good spirits. The Anatomy of a Successful Contact Center Manager [Infographic]. Telltale Signs: How to Identify Call Center Agent Burnout. Why You Should Empower Your Customer Service Team.

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Call Center Contact Center Agent burnout Gamification 62