Fonolo

FEBRUARY 14, 2019

We’ve previously discussed ways to combat agent burnout , but today we ask: What are the symptoms? Identifying the symptoms of burnout as soon as possible can significantly boost your service quality, workplace satisfaction, and bottom line. The Top Contact Center Trends to Watch in 2019. Investing in Agents.

Agent burnout 80

Agent burnout Call Center Gamification Contact Center 80

Fonolo

AUGUST 5, 2021

The 2019 LinkedIn Workforce Learning Report states that 94% of employees polled would remain with an organization longer if there were learning opportunities available. If your staff feels like their workload is manageable, it’ll help keep burnout at bay, leaving agents with some more mental capacity to engage in training sessions.

Best practices 159

Best practices Call Center virtual call center Agent burnout 159

VirtualPBX

JULY 24, 2024

In 2021, 87% of the agents at one call center company were currently working from home. Conversely, in 2019, only 19% of those agents worked from home. Contact Center features like ACD queuing and routing features like skill-based routing and escalation queues can alleviate high call volumes, long wait times, and agent burnout.

Agent burnout 105

Agent burnout Self service Contact Center CRM 105

Comm100

OCTOBER 10, 2022

While these queries can easily lead to agent burnout, they also use up valuable agent time. Chatbots can be used to handle almost all of these common inquiries so agents have more time to focus on more complex questions and tasks. These common queries are an excellent opportunity to introduce chatbots.

Chatbots 103

Chatbots Customer Service Self service Agent burnout 103

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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Contact Center

SharpenCX

APRIL 29, 2020

What happened in May of 2019, and how did volume compare with April and June of 2019? In May of 2019, you handled an average of 2000 interactions per day. But during the average month in 2019, not peak season, you typically handled 1000 interactions per day. When did it pick back up again?

Coaching 76

Coaching Management Contact Center Morale 76

Fonolo

FEBRUARY 19, 2019

Telltale Signs: How to Identify Call Center Agent Burnout. On the Horizon: Customer Service Trends in 2019 [Report]. 4 Contact Center Reports to Kick off 2019. The Top Contact Center Trends to Watch in 2019. Investing in Agents. Customer Experience Trends. CX Trends You Need to Watch in 2018 [White Paper].

Call Center 62

Call Center Contact Center Agent burnout Gamification 62