CSM Magazine

JANUARY 25, 2023

Magnus Geverts shares his top tips for beating agent burnout—and the competition—in 2023. Great news for businesses that rely on the festive season to tide them over during the leaner months but extremely stressful for agents in contact centres. Here are our top tips: 1.

Agent burnout 52

Agent burnout Analytics Gamification Coaching 52

JustCall

APRIL 3, 2024

Let’s explore the top 10 tips high call volume call centers could use. Offer self-service options Customers often call with the same common questions over and over. You can free up agents by providing self-service options like interactive voice response (IVR) systems or online knowledge bases for your customers.

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 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

Balto

FEBRUARY 6, 2023

When I worked in service roles, I had a script, and I knew what I had to do to have a successful social interaction with a customer. This helped me build confidence through a body of evidence — you use your script correctly as a waitress and you get a dopamine hit in the form of a tip. How to Battle Contact Center Agent Burnout.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

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. Help centers are vital tools in providing effective self-service to customers, enabling you to serve customers well while scaling your support team efficiently.

Customer Service 97

Customer Service Complaint resolution Agent burnout Customer Support 97

Playvox

DECEMBER 13, 2022

Related Article: 17 Most Effective KPIs To Evaluate Customer Service Performance. When a customer has an issue that can’t be solved by self-service, they, of course, employ the most convenient means to contact your business to have their issue addressed by an agent. The High Financial Cost of Interaction Avoidance.

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84

NobelBiz

FEBRUARY 21, 2023

And the best practices and tips for managing callbacks Agents proposing the best product or service is no longer a sure bet for success. This can help reduce the administrative burden on agents and allow them to focus on handling customer requests. This can help reduce agent burnout and improve overall productivity.

Best practices 52

Best practices Contact Center Abandon rate Management 52