JustCall

APRIL 3, 2024

Marketing campaigns – Successful marketing initiatives may lead to an uptick in customer engagement. Without implementing flexible scheduling options, such as alternate shifts or remote work arrangements, you cannot ensure that all time zones are covered while preventing agent burnout.

Sales 52

Sales Interactive Voice Response Abandon rate Agent burnout 52

Playvox

APRIL 6, 2023

The WFM Forecaster A forecaster’s job is to predict upcoming volumes using historical data – such as volume, handle time, and shrinkage. They must also know when certain events – such as a weather event or a marketing campaign – will occur. Essentially, you are spending money on labor you don’t need.

Management 54

Management Contact Center Best practices Agent burnout 54

Balto

MARCH 29, 2023

Conversation Augmentation As the company’s representative explains the issue to the human agent on the phone, an AI-enabled virtual agent is simultaneously listening to the call and pulling out key terms with Natural Language Processing (NLP) to quickly identify the possible causes of downtime and even propose solutions.

Contact Center 52

Contact Center Interactive Voice Response Coaching Virtual Agent 52

NobelBiz

JUNE 4, 2024

WFM involves forecasting call volumes, scheduling staff, and managing day-to-day operations to ensure that the right number of agents are available to handle customer interactions at all times. This not only helps in maintaining optimal staffing levels but also in reducing operational costs and minimizing agent burnout.

Call Center 52

Call Center Interactive Voice Response Customer Service contact center solutions 52

NobelBiz

MARCH 6, 2023

This ensures that customers are connected to the right agent. And that their issues are resolved in an efficient and timely manner. Track call center metrics, such as average handling time, first-call resolution rate, and customer satisfaction scores. Such as the Telephone Consumer Protection Act (TCPA).

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52

JustCall

MARCH 7, 2023

However, if your business only needs to plan marketing campaigns using contact centers, then an outbound mode would be more suitable. If you wish to deploy marketing campaigns, select the outbound contact center. Set a minimum service level for every agent. This is the kind of contact center that businesses prefer the most.

Contact Center 52

Contact Center Multichannel Contact center software contact center solutions 52

Outsource Consultants

JANUARY 3, 2024

Many juggled the challenge of maintaining existing morale while migrating more agents back to the office ; while others simply wanted to ensure their agents stayed engaged. Outcome: Spot On Agent burnout was rampant in call centers throughout 2023 , with 32% of centers not actively monitoring for it.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

NobelBiz

FEBRUARY 21, 2023

And the best practices and tips for managing callbacks Agents proposing the best product or service is no longer a sure bet for success. It is essential to understand how to stand out in a market where competition is becoming increasingly fierce and how to provide a memorable customer experience.

Best practices 52

Best practices Contact Center Abandon rate Management 52

Calabrio

MARCH 7, 2025

Whether it’s a seasonal spike, a marketing campaign, or an unexpected event, accurate forecasting helps you stay ahead of the curve. Avoid agent burnout High workloads, stress, poor efficiency, and poor results can quickly add up to burned out agents on the frontline.

Contact Center 52

Contact Center industry standards Call Center Average Handle Time 52