Outsource Consultants
JANUARY 3, 2024
Many juggled the challenge of maintaining existing morale while migrating more agents back to the office ; while others simply wanted to ensure their agents stayed engaged. Outcome: Spot On Agent burnout was rampant in call centers throughout 2023 , with 32% of centers not actively monitoring for it.
JustCall
APRIL 3, 2024
Marketing campaigns – Successful marketing initiatives may lead to an uptick in customer engagement. Without implementing flexible scheduling options, such as alternate shifts or remote work arrangements, you cannot ensure that all time zones are covered while preventing agent burnout.
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Playvox
NOVEMBER 29, 2022
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. While to the agent, it’s just handling another customer interaction, they are the “face” of the company and take the brunt of the rage from the customer.
Playvox
APRIL 6, 2023
They must also know when certain events – such as a weather event or a marketing campaign – will occur. If too many people are scheduled, you’ll see downtime between interactions, lower occupancy rates, and lower employee productivity for the agents. Essentially, you are spending money on labor you don’t need.
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What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.
SharpenCX
APRIL 29, 2020
And, look to your year-over-year metrics for added guidance, too. Once you have these predictions on deck, you can use WFM tools (like Sharpen + Community WFM ) and additional service-level metrics to figure out how many agents you need to take care of incoming customer needs. Coaching builds confidence in your agents.
NobelBiz
MARCH 6, 2023
Screen calls and route them to the most appropriate agent based on the customer’s needs and/or inquiry type. This ensures that customers are connected to the right agent. Track call center metrics, such as average handling time, first-call resolution rate, and customer satisfaction scores. What are my competitors doing?
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
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