JustCall

NOVEMBER 24, 2022

Frontline customer care call center executives can often be exhausted. According to a recent report – 13% to 16% of the call center workforce is disengaged, with nearly 70% still not classified as busy at work. This leads to higher turnover, less stress, and better morale in the workplace. Conclusion.

Morale 52

Morale Call Center call center workforce Metrics 52

Tenfold - Contact Center Blog

DECEMBER 28, 2017

Every time an agent attends a call, all relevant customer details will pop up automatically. This gives the contact center executives seamless access to updated customer data, including a record of earlier interactions, enabling them to have a more personalized interaction with each customer.

call center workforce 54

call center workforce Call Center Technology Management 54

Monet Software

MARCH 10, 2021

The lasting impacts of COVID-19 are unknown but the accelerated shift to the remote call center workforce management is likely to endure. Will remote agents continue to represent a significant proportion of the call center workforce? The pandemic forced companies to try remote call center agents.

Contact Center 118

Contact Center call center workforce contact center workforce Morale 118

Playvox

JANUARY 11, 2024

While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). What is Workforce Management for Call Centers? And 46% of customers will buy more when given a personalized experience.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Aspect

OCTOBER 15, 2020

The survey revealed some interesting characteristics of call centers in general but more importantly, it gave us a glimpse into some of the traits that define a “ Golden Agent. ” They also serve as role models to newer agents and employees, they boost morale, and provide mentorship and resourcing for staff.

call center workforce 62

call center workforce Morale Surveys Call Center 62

SharpenCX

JULY 1, 2020

According to a recent Gallup poll on the effect of COVID-19 on remote work: Only 25% of remote employees are emotionally ready to return to the office Another 25% are reluctant to return specifically because of concerns about contracting COVID-19 And, about 50% have a personal preference for working remotely. Situations get inflated.

Contact Center 137

Contact Center Management call center workforce Morale 137

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. No longer is the company limited to the talent pool surrounding the contact center.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62