Agent Empowerment Analytics Customer retention Morale 
JustCall
APRIL 9, 2024
If agents are not available during a particular season and call volume peaks, it would result in missed calls and extended wait times. Both of these lead to customer frustration. Productivity concerns: An unexpected increase in call volumes can lead to decreased agent morale, demotivation, and burnout.
Fonolo
MAY 30, 2023
Real-time monitoring lets supervisors follow agent activity, track schedule adherence and make adjustments on the spot if needed. This flexibility helps achieve optimal staffing levels and a seamless customer experience. Employees who use it report having a better work-life balance and improved morale. The numbers back this up.
Expert insights. Personalized for you.
40 
Let's personalize your content