Comm100

OCTOBER 10, 2022

The majority of customer service queries are repetitive and simple in nature, like ‘how do I reset my password’, ‘where is my delivery’, or ‘what time is your store open’. While these queries can easily lead to agent burnout, they also use up valuable agent time. On some days this number rose as high as 91%.

Chatbots 104

Chatbots Customer Service Self service Agent burnout 104

SharpenCX

APRIL 29, 2020

Factor in current business trends, new product or service releases and the net new customer forecasts for each quarter. 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. When did it pick back up again?

Coaching 76

Coaching Management Contact Center Morale 76

Talkdesk

JULY 16, 2019

Performance Management and Customer Experience Call center agents, like retail workers, are on the frontline of customer interactions, and often face frustrated or angry consumers who are upset about a situation and place the blame firmly on the person in front of them. The post What is Call Center Performance Management?

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Fonolo

FEBRUARY 19, 2019

Some highlights: Contact Centers Focusing Less on 80/20 Service Level. Customer Service Lexicon. The migration of call centers from on-premise equipment to cloud services has been one of the mega-trends of the past decade. Telltale Signs: How to Identify Call Center Agent Burnout. Investing in Agents.

Call Center 62

Call Center Contact Center Agent burnout Gamification 62