Fonolo

AUGUST 5, 2021

Now that a large percentage of customer service agents are working remotely, it’s never been more important to ensure you have a solid training system in place. When employees are far apart, proper training tools can drive employee engagement and help ensure everyone is on the same page.

Best practices 159

Best practices Call Center virtual call center Agent burnout 159

Playvox

FEBRUARY 2, 2022

Agent burnout directly harms the quality of customer service your business provides and significantly hurts your company’s bottom line. It’s hard to ignore the fact that contact centers are plagued with high agent burnout and turnover rates. It starts with a foundation made up of the right technologies and best practices.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

Fonolo

SEPTEMBER 28, 2021

According to research from the Harvard Business Review, 71% of managers surveyed said employee engagement is an important factor in the overall success of a company. They motivate employees through goal setting, help resolve conflicts, and play a large role in improving employee morale.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

Fonolo

JANUARY 31, 2022

Agent productivity shouldn’t solely be based on the output of an agent – rather, it should consider the overall experience during each customer interaction. Learn how you can better your team performance below… How to Foster Agent Engagement in a Hybrid Contact Center.

Call Center 87

Call Center Average Handle Time Agent burnout Contact Center 87

Fonolo

NOVEMBER 15, 2017

The customer service profession is known for high turnover rates and agent burnout, however, some professionals greatly excel in this line of work, and show tremendous aptitude for delivering excellent customer care. Jim Rembach is a customer service and employee engagement expert. Twitter: @ CustomerIsFirst .

Customer Service 100

Customer Service Agent burnout Best practices Call Center 100

Playvox

APRIL 4, 2023

Related Article: 7 Ways to Drive Cultural Change that Boosts Agent Morale Training Managers To Support Agents Without well-trained, empathetic managers in place, your agent experience is bound to suffer, eventually leading to costly turnover. Gallup reports that low-effort managers engaging in “quiet firing” is a big issue.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Playvox

JULY 31, 2023

Experienced employees will mentor new hires and raise the collective competence of the staff, creating a positive work atmosphere and making life better for everyone. Employee engagement and empowerment can help deepen staff engagement in their responsibilities, increase the pace of business operations, and improve overall EX and CX.

Self service 85

Self service Management Coaching Contact Center 85