Playvox

FEBRUARY 2, 2022

It starts with a foundation made up of the right technologies and best practices. Other factors agents cite for burnout are: Lack of training Lack of a career path Frustrating technology tools. Preventing Agent Burnout. Most fundamentally you need to promote a culture of agent empowerment. Getting Started.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

Callminer

AUGUST 1, 2017

Make onboarding & ongoing coaching as stellar as possible. Have the best technology – Finicky technology that makes day-to-day functions difficult, adds to the frustration and takes up far more time and man-power than most realize. So much of contact center efficiency hinges on using the right technology.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

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. Build in time for agent coaching. Coaching builds confidence in your agents.

Coaching 76

Coaching Management Contact Center Morale 76

Talkdesk

MARCH 2, 2018

Agent performance is, itself, a major challenge for contact centers. Even if all the strategic and systemic stars align, there is no guarantee the agents will actually be able to achieve optimal results. There is, however, an absolute guarantee that agents will not perform properly in a suboptimal contact center environment.

Agent Empowerment 40

Agent Empowerment Contact Center Customer centricity Self service 40