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? Can you switch up the work, put them in charge of a project, have them coach a colleague or offer other opportunities? Doing so might drive some new excitement.

Morale 100

Morale Agent burnout Contact Center Coaching 100

Verint

DECEMBER 13, 2017

When you can evaluate many more calls, you can get a better understanding of your agents’ performance and take appropriate action to automatically assign coaching exactly when and where it’s needed. The benefits could include improved average handle time, first call resolution, reduced after-call work time, etc.,

Average Handle Time 26

Average Handle Time First call resolution Employee engagement Quality management 26

Fonolo

MAY 7, 2015

And they are only beneficial to a contact center provided they do what their title suggests; lead the team of support agents and supervisors. This means being present for your teams to provide support and advice, for coaching and development, and to essentially guide them to success. Coach and Teach, Don’t Preach.

Call Center 126

Call Center Management Contact Center Coaching 126