CCNG

MARCH 8, 2023

In this blog post, we're discussing how to recognize warning signs and prevent contact center agent apathy before it affects performance metrics (and profits!). You Didn't Hire Apathetic Agents Employee blame is often the first reaction when agent apathy is discovered.

Morale 195

Morale Contact Center CCNG Agent burnout 195

Fonolo

AUGUST 5, 2021

The proof is in the statistics — a proper training strategy leads to more engaged employees. How to Foster Agent Engagement in a Hybrid Contact Center. Now that a large percentage of customer service agents are working remotely, it’s never been more important to ensure you have a solid training system in place.

Best practices 159

Best practices Call Center virtual call center Agent burnout 159

Fonolo

MARCH 8, 2022

Put simply, your call center workforce refers to your agents. The best WFM enlists strategy to help management make the best use of agent labor hours to yield efficiency and revenue, without sacrificing employee engagement or customer loyalty and satisfaction. Agent burnout. The benefits? Intraday management.

call center workforce 75

call center workforce Call Center Agent burnout Management 75

SharpenCX

APRIL 29, 2020

And, you shouldn’t have to worry that running a lean contact center puts agents at risk for burnout and disengagement. With the right workforce management strategies in place, you can hit all of your priorities. Good leaders know that simply having agents in their seats doesn’t make for standout customer experiences.

Coaching 76

Coaching Management Contact Center Morale 76

CSM Magazine

OCTOBER 10, 2023

Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. So, is Average Handle Time (AHT) still a relevant metric and what does it mean for contact centres today? 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

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.

Contact Center 77

Contact Center Agent burnout Coaching Best practices 77

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.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

Quiq

OCTOBER 16, 2020

A positive experience with a contact center agent can serve as the nudge customers need to make a purchase, while a frustrating conversation can deter existing customers and put off new customers entirely. Customers want agents to answer their messages and calls quickly and provide accurate, helpful information. See a Demo Today.

Contact Center 52

Contact Center Agent burnout Metrics Service level 52

Fonolo

OCTOBER 25, 2022

Absenteeism, otherwise known as absence rate, is arguably one of the most overlooked call center metrics. This percentage figure reveals the amount of unapproved or unplanned time agents spend away from their work. This can cause the following call center metrics to suffer: Cost of operation. Agent satisfaction and attrition.

Call Center 81

Call Center Agent burnout Abandon rate First call resolution 81

SharpenCX

JUNE 3, 2020

Companies that use WFO software are 60% more likely to capture customer info scattered across communication channels and empower agents with insights to problem-solve. Only 40% of people in the workforce are aware of their company’s goals, strategies, and tactics. Aberdeen ). Bain & Company ). Frost & Sullivan ). FlexJobs ).

Customer Experience 84

Customer Experience Agent burnout Contact Center Metrics 84

CSM Magazine

SEPTEMBER 10, 2021

Training is a major cost for the industry and CX leaders often deal with 40% agent churn. 51% of poorly trained agents are pessimistic about their careers—an outlook that can lead to poor performance, unhappy customers, and agent burnout—yet 61% of agents who received good training felt optimistic. 21% Quotas.

Agent burnout 52

Agent burnout Coaching Metrics Entertainment 52

Playvox

JANUARY 11, 2024

As customer interactions and support have become more complex, and contact centers provide omnichannel support, call center leaders need a better way to maximize agent performance, gain operational efficiencies, and deliver an outstanding customer service experience. Why is Workforce Management Important in the Call Center?

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Nicereply

SEPTEMBER 6, 2022

Achieving stellar customer support is a moving target, involving a mix of strategy, processes, policies, analytics, and even a little art. An effective complaint resolution strategy is there to help you deliver the best possible service in these unfortunate instances. Things can—and eventually will—go wrong.

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Customer Service Complaint resolution Agent burnout Customer Support 97

JustCall

MARCH 6, 2023

Call Center Productivity and Metrics Call center metrics are crucial to understand and measure performance. They reveal agent strengths and weaknesses, as well as customer satisfaction, and whether or not you have the right people and technology in place. There is no one universal set of metrics for everyone to follow.

Call Center 52

Call Center Abandon rate Average Handle Time Metrics 52

aircall

OCTOBER 31, 2016

We’ve looked at ways to measure customer satisfaction , but this article will go into a means to provide it: a solid and clever omnichannel strategy. There has been a lot of buzz around the term for the past few years, and having an omnichannel strategy has almost become an imperative for many companies.

outsourcing 48

outsourcing Multichannel Agent burnout Self service 48

SmartAction

FEBRUARY 16, 2021

Whether your company uses CSAT, NPS, CES, or some other metric to measure customer satisfaction, one thing is certain — customer satisfaction plays a critical role to a company’s financial success. Ultimately, both live agents and virtual agents contribute to the customer experience, albeit in very different ways.

Virtual Agent 80

Virtual Agent Agent burnout Wait times Chatbots 80

SharpenCX

APRIL 1, 2020

Staying aligned with the overarching business strategy your execs lay out ups the ROI of your contact center and proves the value of you, your supervisors and your agents. With objectives set, your agents have more manageable metrics and outcomes to impact. Next, narrow your focus.

Contact Center 67

Contact Center Customer Service Agent burnout Benchmark 67

Monet Software

NOVEMBER 11, 2020

Declining customer satisfaction ratings and other metrics. An agent suffering from burnout may not show all of these symptoms. Some immediate relief may be achieved with the suggestions above but true recovery from burnout can take weeks or longer to achieve. Fortunately, there is a prescription for burnout prevention.

Morale 100

Morale Agent burnout Contact Center Coaching 100

Babelforce

JULY 29, 2021

So which metrics are the most useful? Talk time is a simple metric; it’s the total time agents spend dealing with callers. AHT is the average time it takes agents to handle a call, from when they pick up to when they finish after call work. Consider using some of the routing strategies in this article to improve CTR. #11

Call Center 52

Call Center Abandon rate Contact Center Agent burnout 52

Playvox

APRIL 27, 2023

Address all challenges that come up — for customers and agents. Leverage advanced analytics to gauge metrics such as customer retention rates and employee productivity. Agents won’t burn out trying to channel jump to satisfy needs. Remember to keep it focused on key metrics. Be clear about how to succeed.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

Global Response

AUGUST 7, 2023

In this article, we’ll walk you through the key elements of successful call center cultures, the strategies you need to cultivate and key areas to focus on to overcome common challenges. As with anything in your call center, you need a dedicated strategy.

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

Playvox

MAY 25, 2023

WFM systems enable organizations to gain insights into such business metrics as the exact number of employees needed to complete a particular job at a given time of the day, week, or month. and scheduling the correct number of agents with the right skills at the right time to handle the expected volume of transactions.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55

NobelBiz

MARCH 6, 2023

Predictive dialers occupy a cornerstone place in every outbound calling strategy as they shorten the time between answered calls, enabling your team to connect with your customers and reach new leads faster. Screen calls and route them to the most appropriate agent based on the customer’s needs and/or inquiry type.

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52

aircall

DECEMBER 28, 2020

Analytics also provides the means for you to set up metrics and KPIs to gauge your team’s productivity and inform your decisions about scaling your teams. 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. Support agent burnout.

Analytics 62

Analytics Call Center Agent burnout Metrics 62

NobelBiz

FEBRUARY 21, 2023

This is a metric that assesses the efficacy and quality of customer service and has a direct impact on customer satisfaction. The callback feature of the Interactive Voice Response (IVR) guarantees that the consumer is reached again by an agent who is qualified to address his queries.

Best practices 52

Best practices Contact Center Abandon rate Management 52

Robert Davis

APRIL 5, 2018

Reputable outbound telesales operations are enjoying a resurgence as companies discover that telesales can be a highly effective customer acquisition and retention tool when part of a well-designed marketing strategy. Let’s face it; the outbound agent will encounter many more “no’s” than “yes’s.” Completion rates. List yield.

Telemarketing 48

Telemarketing Outbound sales outsourcing Quality calibration 48

Noble Systems

OCTOBER 21, 2020

6 common strategies for call distribution. We’ll discuss some of the more common ACD routing tactics: Fixed Routing : ACD calls go to agents in a standard order, with each call starting at the top of the group, ringing for a specified time, and then passing to the next agent until someone answers.

First call resolution 57

First call resolution Call Center Interactive Voice Response call center software 57

Robert C. Davis and Associates

APRIL 5, 2018

Reputable outbound telesales operations are enjoying a resurgence as companies discover that telesales can be a highly effective customer acquisition and retention tool when part of a well-designed marketing strategy. Let’s face it; the outbound agent will encounter many more “no’s” than “yes’s.” Completion rates. List yield.

Telemarketing 40

Telemarketing Outbound sales outsourcing Quality calibration 40

JustCall

MARCH 7, 2023

Call Recorders Automatic call recording systems record customer-agent conversations. These call records are then stored in the repository and can be played back during training sessions to equip call agents with strategies during a difficult call. Set a minimum service level for every agent.

Contact Center 52

Contact Center Multichannel Contact center software contact center solutions 52