Fonolo

SEPTEMBER 28, 2021

Congratulations, call center manager! There’s never a dull moment in a call center with a myriad of opportunities for growth and success. The Contact Center Guide to Managing Spikes in Call Volume. Why strong call center management is important. 7 steps to success as a call center manager.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

Fonolo

AUGUST 5, 2021

Even if a call center is properly equipped for remote work, it’s more difficult for agents to get facetime with management when issues arise simply because they can’t just walk over to their desk and ask for help. We’ve put together our top 5 best practices for training remote agents to help you out. Virtual workshops.

Best practices 159

Best practices Call Center virtual call center Agent burnout 159

Fonolo

OCTOBER 12, 2021

Traditional call center environments are often busy, fast-paced environments, but it doesn’t need to be that way. Conversations around call center optimization often focus on technology, training, and metrics, but call center workforce optimization also includes the physical elements of your operation.

Call Center 147

Call Center Agent burnout Abandon rate call center workforce 147

TeleDirect

FEBRUARY 7, 2025

Mastering Active Listening: The Key to Exceptional Customer Service in Call Centers Mastering Active Listening is a fundamental skill that sets apart the top call centers in the US from the competition. Why Active Listening is Crucial for Call Centers 1. How Active Listening Benefits Call Centers 1.

Call Center 62

Call Center Customer Service Agent burnout First call resolution 62

Fonolo

SEPTEMBER 30, 2021

Efficiency is important to every business, but in a call center, it directly impacts your success. Call center managers want to ensure that overall agent performance is meeting service levels, and that agents are working when and where they’re needed. The ROI of Call-Backs for Your Call Center.

Call Center 136

Call Center Schedule adherence Agent burnout call center software 136

Fonolo

AUGUST 3, 2021

Knowing where you stand with your customers and proving that value to stakeholders requires carefully crafted call center reporting that directly aligns with your organization’s Key Performance Indicators (KPIs). The Executive Guide to Improving 6 Call Center Metrics. What is a call center report?

Call Center 142

Call Center Abandon rate Contact Center Agent burnout 142

Fonolo

MARCH 25, 2021

This is a good place to start for any agent satisfaction survey. While you may have a sense of the daily operations in your call center, understanding the experience from your agents’ perspective can help you identify the highlights of their job, as well as areas for improvement. Work-life balance.

Call Center 147

Call Center Surveys Agent burnout Contact Center 147

ChaseData

JANUARY 8, 2020

Call center agent burnout is one of the most common problems in the industry. The fast pace and demanding schedule of an agent’s position can be enough to overwhelm those who are not accustomed to the work. How can you make your center different?

Agent burnout 52

Agent burnout Call Center Management 52

Knowmax

JUNE 22, 2022

The post 4 Ways To Overcome Call Center Agent Burnout With KM appeared first on Knowmax.

Agent burnout 52

Agent burnout Call Center 52

SQM Group

FEBRUARY 24, 2023

In this week's blog, we cover 7 tips to measure and recover from call center agent burnout, one of the call center industry’s biggest problems.

Call Center 98

Call Center Agent burnout 98

Fonolo

OCTOBER 19, 2021

Though they vary from person to person, there are a few universal pros and cons to working in a contact center environment that all agents tend to agree on. The best way for call center managers to combat the cons is to identify what they are and what you can do to help your agents work through them. Agent burnout.

Call Center 95

Call Center Agent burnout Contact Center Call center experience 95

TechSee

MAY 18, 2022

In today’s age of customer-centric service, call centers must deliver quick answers, short hold times, and the ability to speak to a live representative on demand. How can Management ensure their call centers are up to par? They can either staff up significantly or improve their call center occupancy.

Call Center 109

Call Center Contact Center Benchmark Agent burnout 109

Babelforce

SEPTEMBER 22, 2023

According to a recent report by Gallup, 76% of workers will experience burnout at some point in their job. But for call centers, burnout is especially common. It contributes to the industry’s notoriously high agent attrition rates, which averaged around 38% in 2022. But what exactly is agent burnout?

Agent burnout 52

Agent burnout Contact Center Call Center Surveys 52

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. What Causes Agent Burnout? Preventing Agent Burnout.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

ShepHyken

MARCH 20, 2023

Agents Are On The Verge Of Burnout, Study Finds by Christopher Elliott (Forbes) Is it just me, or do call center agents seem burned out lately? A new study by CMP Research, a market intelligence firm for the customer management industry, suggests many call center workers are at the end of their rope.

Journey mapping 31

Journey mapping Agent burnout Customer Service Airlines 31

Noble Systems

AUGUST 1, 2019

Call centers are high-pressure, stressful environments. Agents are expected to deal with demanding customers, be knowledgeable about many products and services, adhere to changing compliance regulations, all while being continuously monitored and timed. These enabling technologies will also be discussed in Part 2.

Agent burnout 62

Agent burnout Contact Center Schedule adherence Gamification 62

Mindtouch

FEBRUARY 6, 2018

Despite the proliferation of new support channels and technology, agent turnover remains the number one problem for contact centers. It’s not a problem to be ignored: agent burnout can diminish call center morale and negatively impact customer support KPIs like CSAT and NPS. Create Really Good Help Content.

Agent burnout 54

Agent burnout Self service Call Center Morale 54

NobelBiz

JUNE 16, 2020

Take a breather and listen to the story of how Steve Bederman managed to go from call center agent to CEO. One study found that 74% of call center agents are at risk of burnout, one-third of them are at risk of serious burnout.

Agent burnout 52

Agent burnout Call Center Contact Center Feedback 52

Noble Systems

SEPTEMBER 3, 2019

When you factor in that call centers typically spend $8800 on hiring and training new agent, attrition can cost a 100-agent contact center about $325,600 per year. So, let’s dive into the top five causes of agent burnout and look into what you can do to combat them.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

Fonolo

JANUARY 31, 2022

The more freedom agents have, the more empowered they’ll be to resolve calls without transferring. Keep all the information agents need in one place. From training resources to product guides and tech tutorials, ensure all the information your agents need to access at a moment’s notice lives in an easily accessible online hub.

Call Center 87

Call Center Average Handle Time Agent burnout Contact Center 87

Fonolo

JANUARY 25, 2022

From organizing call center agents to employing the right technology and developing a customer experience strategy, there are plenty of moving pieces in the successful operation of a contact center. Getting all those nuts and bolts to run in perfect harmony is often referred to as call center workforce optimization (WFO).

call center workforce 81

call center workforce Call Center Agent burnout Interactive Voice Response 81

Fonolo

AUGUST 10, 2021

What does top-tier customer service look like in your call center? How should a customer feel before they get connected to an agent, during their call, and after? and “thank you for your patience”, show that your agent is actively listening and respectful of a customer’s time and opinion.

Contact Center 167

Contact Center Customer Service Agent burnout Customer Care 167

Fonolo

MARCH 8, 2022

As call center leaders, we know the list of things to manage on the floor is endless. Behind hold times and high call volumes, management must ensure every agent is trained, every shift is covered, and every customer is satisfied. One vital aspect of call center efficiency is call center workforce management (WFM).

call center workforce 75

call center workforce Call Center Agent burnout Management 75

TechSee

MAY 4, 2021

Inefficiencies in the traditional Call Center Model . In a traditional call center, agents are occupied only up to 60% of their shift time , a number known as agent utilization rate. This is a key KPI that measures the percentage of the day that agents are engaged in active work. Agent Burnout.

Customer Service 182

Customer Service Contact Center Agent burnout Call Center 182

JustCall

APRIL 15, 2024

As a sales or customer support manager, you’ve likely noticed some agents seem disengaged, burned out, or stressed. Call center agent burnout is a real problem, and the job demands can take a toll on even the most resilient employees. Recognize good performance What is call center burnout?

Call Center 52

Call Center Agent burnout Scripts Metrics 52

CX Global Media

JULY 1, 2017

Watch Tim Kennedy of Shaker share how contact centers can identify best-fit candidates more effectively. Obvious Contact Center Agent Burnout Problem Revealed. If you stop and think about contact center agent burnout and turnover problems, why have you not considered musculoskeletal disorders (MSDs)?

Contact Center 13

Contact Center Agent burnout Interactive Voice Response Chatbots 13

Fonolo

OCTOBER 25, 2022

Call centers need all their parts in order to run smoothly. Absenteeism, otherwise known as absence rate, is arguably one of the most overlooked call center metrics. This percentage figure reveals the amount of unapproved or unplanned time agents spend away from their work. First call resolution (FCR).

Call Center 81

Call Center Agent burnout Abandon rate First call resolution 81

ShepHyken

APRIL 10, 2023

They no longer only interact with a call center worker or a delivery driver; they liaise with email campaigns, chatbots, review sites, and social media. Another article on the employee experience, and specifically the agent experience. Our second article this week from TextExpander focused on agent burnout.

Customer Service 31

Customer Service Agent burnout Chatbots Engineering 31

Outsource Consultants

JANUARY 3, 2024

Predicting the future of the call center industry is no easy feat – it’s a complex and ever-evolving landscape. The call center industry was grappling with high turnover and absenteeism, prompting a shift towards prioritizing agent stability and morale.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

Skybridge

JUNE 10, 2020

For brands that have always used onsite call centers to care for their customers – and for the agents who worked onsite – this has been a particularly challenging time. When the pandemic hit, most North American companies did everything in their power to transition to remote call centers. It wasn’t easy.

Agent burnout 52

Agent burnout Call Center At home agents Coaching 52

NobelBiz

FEBRUARY 11, 2025

Companies use IVR systems to automate routine inquiries, such as: Checking account balances or order statuses Scheduling appointments Making payments Getting answers to FAQs By handling these tasks automatically, IVR significantly reduces call center workload and ensures faster response times for simple requests.

Interactive Voice Response 52

Interactive Voice Response Agent burnout contact center solutions CRM 52

Global Response

AUGUST 7, 2023

If creating a successful call center is proving challenging, our team has 40+ years of experience managing call centers and creating successful cultures. How your team communicates, shares information, and collaborates makes up a big part of your call center culture. Communication. Your customer focus.

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

ROI CX Solutions

DECEMBER 16, 2024

While this season is an exciting time to enjoy with loved ones, contact centers can quickly become overwhelmed this time of year by an influx of calls, stressed-out customers, and increased demands. In this article, well share strategies and tips on how you can prepare your contact center for the holiday season.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time outsourcing 52

SharpenCX

AUGUST 4, 2020

As a call center agent, a day of work can be like whiplash. Something goes awry and they’re swamped with back to back phone calls from angry customers. On top of that, agents often feel responsible for salvaging struggling customer relationships. According to one study, 74% of call center agents are at risk.

Call Center 67

Call Center Technology Self service Coaching 67

NobelBiz

JUNE 4, 2024

Customer service is the backbone of any successful call center. In this comprehensive guide, we’ll dive into the nuances of customer service in call centers, exploring everything from the evolution of call centers to the latest trends and best practices. What is a Customer Service Call Center?

Call Center 52

Call Center Interactive Voice Response Customer Service contact center solutions 52

Myra Golden Media

APRIL 17, 2017

When I managed a call center, nearly all of my employees hated the contact management system we used at the time. Have them also talk about what they still love about their work. Is it possible to get your employees doing more of what they love? Are there draining tasks that can be improved upon?

Customer Service 229

Customer Service Call Center Contact Center Agent burnout 229