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. Industry Report: State of the Contact Center 2022. Intraday management.

call center workforce 75

call center workforce Call Center Agent burnout Management 75

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

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

Monet Software

NOVEMBER 11, 2020

Frequently when the outward signs of burnout finally appear, call center managers have only a short window of opportunity to prevent the worst outcomes. These can include performance declines, adherence problems and eventually the loss of a highly experienced agent. Suggest stress management techniques.

Morale 100

Morale Agent burnout Contact Center Coaching 100

Playvox

JANUARY 11, 2024

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM).

Call Center 52

Call Center Schedule adherence call center workforce Management 52

NobelBiz

JUNE 4, 2024

What is a Customer Service Call Center? A customer service call center is a dedicated facility or a decentralized network of agents tasked with managing customer interactions through various communication channels such as phone, email, chat, and social media.

Call Center 52

Call Center Interactive Voice Response Customer Service contact center solutions 52