Playvox

FEBRUARY 2, 2022

Agent burnout directly harms the quality of customer service your business provides and significantly hurts your company’s bottom line. It’s hard to ignore the fact that contact centers are plagued with high agent burnout and turnover rates. What Causes Agent Burnout? Preventing Agent Burnout.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

Noble Systems

AUGUST 1, 2019

This can lead to agent overload which can manifest itself in dissatisfaction, disengagement and poor performance. Ultimately these agents get burned out which can result in attrition. Studies have indicated that as much as 74 percent of agents are at risk of burnout and you can lose between 30-45 percent to attrition.

Agent burnout 62

Agent burnout Contact Center Schedule adherence Gamification 62

Playvox

JANUARY 11, 2024

Call center workforce management is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost. Leaders must set the tone for everyone else to follow.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Playvox

JULY 31, 2023

Related Article: Unlocking Productivity: Introduction To Workforce Management Increased Productivity In the current hybrid working environment, agents must have a transparent view of KPI data if you want them to stay engaged and productive. Overstaffing means excessive costs, loss of efficiency, and low productivity.

Self service 85

Self service Management Coaching Contact Center 85

SharpenCX

APRIL 29, 2020

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. Working in an always-on environment with no room for a breather swiftly leads to burnout.

Coaching 76

Coaching Management Contact Center Morale 76

NobelBiz

JUNE 4, 2024

Benefits of a Call Center for Customer Service Scalability Customer service call centers can easily scale their operations to meet fluctuating demand. This scalability ensures that businesses can maintain high service levels during peak periods without overstaffing during slower times.

Call Center 52

Call Center Interactive Voice Response Customer Service contact center solutions 52

Balto

DECEMBER 14, 2022

When call center productivity is measured as a percentage of occupancy or the total number of calls per hour, factors like service level objectives and staffing levels aren’t taken into consideration. Ideally, you need your occupancy rate to be under 90% to compensate for random demand fluctuations and avoid agent burnout.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52