Monet Software

NOVEMBER 11, 2020

How to treat employee burnout and reinvigorate call center engagement for the long haul. Do you feel it spreading through your contact center workforce? As we mentioned in our previous post about short-term employee engagement for contact centers , burnout isn’t a sudden-onset problem.

Morale 100

Morale Agent burnout Contact Center Coaching 100

Monet Software

APRIL 24, 2020

How WFM and QM combine to engage an offsite call center workforce and deliver superior CX. High-speed internet, cloud-based applications and other technologies have opened a new vista for the call center—the remote agents. Switching to an entirely remote workforce can solve many staffing challenges.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

Playvox

JUNE 22, 2023

In uncertain economic times, they become even more critical to help navigate business health and growth. Call center leaders are under increased pressure to improve operational and agent efficiencies and look for cost-cutting opportunities while delivering outstanding customer experience (CX) — a tricky balancing act for sure.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52