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The Hiring Game Has Changed: Strategies for Solving Staffing Issues

CCNG

While many jobs come with a fair amount of stress, few positions are as taxing as that of an associate in a busy contact center who must regularly handle difficult customer service issues. According to a study by Cornell University , 87% of call center employees report high job stress levels.

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Workforce Management's Impact on Customer Service

Call Center Weekly

Those feelings set the tone for the human interaction and inform the customer experience. Service level measures the % of calls answered in a # of seconds. Aside from that, speed is linked to cost and not to customer satisfaction. When callers wait “too long” they become frustrated and they don’t feel valued.

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How Contact Center Quality Monitoring Benefits the Healthcare Industry

The Northridge Group

The Contact Center is increasingly serving as the face of a company for customers. Contact center associates are often the only people within a company that most customers will ever get the chance to interact with. There were numerous instances of call avoidance identified.