CSM Magazine

OCTOBER 10, 2023

Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. So, is Average Handle Time (AHT) still a relevant metric and what does it mean for contact centres today?

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

Playvox

DECEMBER 13, 2022

Related Article: How Contact Center Agent Burnout Decreases Productivity (And What You Can Do About It). What To Do if Contact Center Agents Are Participating in Interaction Avoidance. The simple fact is that some agents do avoid interactions, though their reasons for doing it can vary. And Why it Matters).

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84

Playvox

APRIL 4, 2023

With more time to invest in agent support, they can better connect and communicate with agents to keep engagement and motivation high. Monitor Performance To Spot Burnout Remember that a key sign of agent burnout is decreased productivity and performance.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Monet Software

NOVEMBER 11, 2020

Some immediate relief may be achieved with the suggestions above but true recovery from burnout can take weeks or longer to achieve. Even the most employee-centric contact centers must confront agent burnout occasionally. Prevention is the Best Medicine.

Morale 100

Morale Agent burnout Contact Center Coaching 100

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What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

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Talkdesk

JULY 16, 2019

In a recent customer experience survey by Customer Contact Week, consumers reported the following priorities: Easy handling of their problem Fast issue resolution Friendly, personalized service. However, gathering enough data to decide where to direct resources to improve performance requires a huge amount of time and managerial energy.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

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

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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.

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