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

SharpenCX

APRIL 29, 2020

And, look to your year-over-year metrics for added guidance, too. 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. Look to your historical data and reports to find metrics to input into the calculator fields.

Coaching 76

Coaching Management Contact Center Morale 76

Fonolo

FEBRUARY 19, 2019

Call Center Metrics. 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. Is Chat Eating into Phone-Based Customer Service?

Call Center 62

Call Center Contact Center Agent burnout Gamification 62

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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

Talkdesk

JULY 16, 2019

Contact center agents may also take issue with the performance metrics being used to assess them. Quality assurance reviewers may give feedback based on only one or two recorded calls, which the agent may not see as representative of their overall performance. The post What is Call Center Performance Management?

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Balto

FEBRUARY 6, 2023

The whole team benefits before, during, and after an internal promotion.” – Michelle Barbeau, Senior Customer Enablement Manager The only metric which didn’t improve linearly with rate of internal promotion was whether or not respondents were actively working towards a promotion. Suddenly, their work has greater meaning and impact.

Contact Center 52

Contact Center Coaching Surveys Scripts 52