Call Center Coaching contact center workforce Morale 
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.
Fonolo
OCTOBER 13, 2020
” — Annette Franz , CEO of CXJourney , Official Forbes Coach, Keynote Speaker and Author. Our research shows that contact center executives are still very keen to solve agent attrition. However, it would be just as naïve to think the demand for contact center agents will decrease over the next two years.
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Monet Software
SEPTEMBER 24, 2020
Can SMB call center quality management be about more than quality? Monitoring and scoring calls—these quality assurance (QA) tasks are constant at nearly every contact center. Call review and coaching sessions contribute to team building. Yep, it’s the linchpin of employee engagement, too!
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 contact center workforce was already going remote.
Noble Systems
APRIL 14, 2021
What is a virtual call center? Imagine a call center – a hub of inbound and outbound calls, staffed by a team of agents and managers – but the agents and managers are located off-site, whether in small groups in other offices or individually at their own homes. This is the concept of the virtual call center.
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