Noble Systems

AUGUST 1, 2019

The good news that that there are contact center technologies that can alleviate stress, make the agents’ job easier, and keep them motivated and engaged. Workforce Management solutions can produce more accurate forecasts and schedules, taking several factors into consideration that can alleviate stress on agents.

Agent burnout 62

Agent burnout Contact Center Schedule adherence Gamification 62

Noble Systems

SEPTEMBER 3, 2019

So, let’s dive into the top five causes of agent burnout and look into what you can do to combat them. Overworking agents. They also allow agents to easily see their schedule information and make requests for time off, bid on shifts or make swaps, giving them more ownership into their schedules. Speech analytics.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

CSM Magazine

AUGUST 8, 2023

Discover the secret to agent wellbeing in your contact centre with hints and tips that work. Bob Dylan once sang, ‘The Times They Are a-Changin’ and when it comes to prioritising employee engagement, this is certainly true. 5 Common Sense Tips for Driving Employee Engagement 1. Then apply a little common sense.

Employee engagement 52

Employee engagement Agent burnout Gamification Analytics 52

Balto

JANUARY 14, 2025

In todays customer-first world, monitoring and improving call center performance through analytics is no longer a luxuryits a necessity. Utilizing call center analytics software is crucial for improving operational efficiency and enhancing customer experience. What Are Call Center Analytics?

Call Center 52

Call Center Analytics Average Handle Time Big data 52

Talkdesk

JULY 16, 2019

Challenges of Performance Management Traditionally, call center managers have used a combination of quality monitoring, team trainings, and one-on-one coaching to address employee engagement and improve agent performance. Team leaders report high levels of call center attrition and agent burnout after certain periods of time.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Playvox

APRIL 27, 2023

Address all challenges that come up — for customers and agents. Leverage advanced analytics to gauge metrics such as customer retention rates and employee productivity. Use analytics to measure CX to maintain or exceed customer expectations and brand standards. Make changes based on these actionable insights.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

Playvox

JANUARY 11, 2024

Effective scheduling not only ensures adequate coverage, but leverages agents’ skills and experience to maximize customer satisfaction and helps to avoid agent burnout. Create a Better Agent Experience WFM isn’t only about creating a better customer experience. Does your spreadsheet do all that?

Call Center 52

Call Center Schedule adherence call center workforce Management 52