Callminer

AUGUST 1, 2017

Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Find out what you can do today to boost efficiency and improve call center performance by reading our pros’ responses below.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

TechSee

APRIL 16, 2019

In fact, agents are leaving their positions at more than twice the average attrition rate of other jobs. But thanks to a new wave of fresh approaches, that reality could be ripe for change as enterprises set about building a call center culture of excellence. What Matters Most to Contact Center Managers.

Call Center 126

Call Center Contact Center Agent Empowerment Coaching 126

NICE inContact

OCTOBER 3, 2017

Of course, organizations can’t always control through which channel a customer initially makes contact, but with good training, processes, and an omnichannel platform, your agent can easily escalate the issue to a phone call based on issue complexity before the customer becomes more frustrated or angry.

Agent Empowerment 60

Agent Empowerment Benchmark Contact Center Coaching 60

NICE inContact

OCTOBER 3, 2017

Of course, organizations can’t always control through which channel a customer initially makes contact, but with good training, processes, and an omnichannel platform, your agent can easily escalate the issue to a phone call based on issue complexity before the customer becomes more frustrated or angry.

Agent Empowerment 48

Agent Empowerment Benchmark Contact Center Coaching 48

Taylor Reach Group

APRIL 27, 2020

Similarly, not empowering agents with the authority to resolve issues also creates friction and unpleasant outcomes for the agent and customer alike. Incredibly, many organizations limit agent empowerment in the mistaken belief that the agents cannot be trusted with making such decisions.

Agent Empowerment 137

Agent Empowerment Consulting Consulting Coaching 137

SharpenCX

OCTOBER 29, 2019

Are you putting too much pressure on your agents to move a host of KPIs? Or do you go easy when it comes to call center reporting metrics? Leaders, like you, are in a battle to figure out what to measure and how to keep agents accountable to those metrics. Pressure to meet impossible KPIs pushes agents to burnout.

Metrics 64

Metrics Call Center Customer Service Coaching 64

Playvox

FEBRUARY 2, 2022

It starts with a foundation made up of the right technologies and best practices. With these building blocks in place, you’re more likely to break the cycle of burnout and transform your contact center into a workplace of choice. Preventing Agent Burnout. Getting Started. ENJOYING THIS ARTICLE? Sign up for our newsletter.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68