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. Weather-Proof Your Communications Making a severe weather communication plan may feel time intensive and daunting, but it doesn’t have to.

Agent burnout 105

Agent burnout Self service Contact Center CRM 105

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

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