CCNG
JANUARY 18, 2023
The result can be higher turnover and lower morale. For example, metrics such as Utilization or Adherence can reduce decision ROI more than 50% because an agent can be logged in or in the right place 90% of the time, but that does not mean they are working.
CCNG
MARCH 8, 2023
You know that preventing these types of scenarios is key to keeping morale high and productivity consistent—but how? In this blog post, we're discussing how to recognize warning signs and prevent contact center agent apathy before it affects performance metrics (and profits!).
CCNG
JANUARY 4, 2023
One manager said it feels like efforts at improving these satisfaction metrics have “hit a wall.” Agents who are unsupported by “the cubicle next door” and by their knowledge systems are clearly going to provide lower-quality and slower service – and will suffer in terms of morale themselves. would save $500,000.
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