JustCall

APRIL 9, 2024

Let’s dive into some practical tips to conquer those call fluctuations! Customers reach out for assistance, feedback, or inquiries based on these changes. Challenges faced as a result of fluctuations in call volume Staffing challenges: Seasonal peaks can lead to a mismatch between incoming call volumes and available agents.

Agent Empowerment 40

Agent Empowerment Self service Interactive Voice Response Call Center 40

Fonolo

JANUARY 14, 2021

If you haven’t been paying attention, agent attrition has continued to rise, according to our State of the Contact Center 2020 report. And high turnover rates won’t just hit you in the wallet — it also impacts morale, which will affect any new hires. Create opportunities for agents to voice their suggestions and concerns.

Contact Center 150

Contact Center Agent Empowerment Morale Coaching 150

SharpenCX

OCTOBER 8, 2019

It lives in how you use your insights to fuel positive changes that improve your customer and agent experience. Your data is a powerhouse of information that lets you spot operational inefficiencies, agent empowerment issues, or inaccuracies that make your customer interactions difficult. Which agents do they interact with?

Coaching 59

Coaching Average Handle Time Customer Experience Metrics 59

SharpenCX

OCTOBER 8, 2019

It lives in how you use your insights to fuel positive changes that improve your customer and agent experience. Your data is a powerhouse of information that lets you spot operational inefficiencies, agent empowerment issues, or inaccuracies that make your customer interactions difficult. Which agents do they interact with?

Coaching 52

Coaching Average Handle Time Customer Experience Metrics 52