ROI CX Solutions

DECEMBER 16, 2024

Without proper planning, the increased business during the holidays can lead to longer wait times, higher agent burnout, and missed opportunities to deliver outstanding holiday-time customer service. 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

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.

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Call Center Agent burnout Contact Center Call center experience 95

ShepHyken

MARCH 20, 2023

He also shares some fantastic tips to consider as you’re creating the journey map for your organization. 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? Losing Customers Due to Lack of Relevance?

Journey mapping 31

Journey mapping Agent burnout Customer Service Airlines 31

Fonolo

JANUARY 31, 2022

Fonolo has a handy playbook with tips on how to improve your CSat score. 5 Ways to Help Agents Stay Productive. Impressive agent productivity leads to better customer service which creates loyal clients who are sure to spread the word to their networks. Keep all the information agents need in one place. DID YOU KNOW?

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

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)?

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Contact Center Agent burnout Interactive Voice Response Chatbots 13

ROI CX Solutions

APRIL 29, 2025

Autopilots and copilots assist agents as they engage with customers, suggesting tips based on your knowledge base to ensure efficient handling of each interaction. IVRs improve the customer experience by organizing call queues and routing customers based on inquiry time and available agents.

Customer Support 52

Customer Support Interactive Voice Response Chatbots Coaching 52

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).

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call center workforce Call Center Agent burnout Management 75

SharpenCX

FEBRUARY 11, 2020

To keep up, let’s take a look at a few call center efficiency tips to help you improve your call center performance to keep customers happy. Tip #1: Know your Agents and Encourage Autonomy. This empowerment will inspire and motivate your agents to perform more efficiently.

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

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).

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Call Center Agent burnout Abandon rate First call resolution 81

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.

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Agent burnout Call Center At home agents Coaching 52

Fonolo

MAY 31, 2022

We’re here to break down this myth and demonstrate the difference between Occupancy Rate and Utilization Rate, so you can use both key performance indicators (KPIs) to benefit your contact center. Why is Occupancy Rate so Important in the Call Center? Total Shift Time —The full amount of time an agent was scheduled to work.

Agent burnout 81

Agent burnout Contact Center Average Handle Time Call Center 81

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.

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Call Center Technology Self service Coaching 67

Balto

JANUARY 21, 2025

In the fast-paced world of call centers, performance is everything. The success of your operation hinges on how well your agents handle customer interactions, deliver exceptional service, and drive meaningful outcomes. Thats where call center agent performance metrics come in. But how do you measure success?

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Balto

JANUARY 2, 2025

In the fast-paced world of call centers, performance is everything. The success of your operation hinges on how well your agents handle customer interactions, deliver exceptional service, and drive meaningful outcomes. Thats where call center agent performance metrics come in. But how do you measure success?

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Fonolo

NOVEMBER 30, 2021

That’s where your retail contact center needs to shine. Superior customer service is at the heart of every successful retail call center, but with all the new online shopping technology, providing a seamless customer experience can become quite the challenge. Don’t just be any old retail call center.

Customer Service 87

Customer Service Agent burnout Contact Center First call resolution 87

Balto

JANUARY 17, 2025

Running a call center is like captaining a ship in rough waters. If youre in call center management, you know the grind. Balancing customer satisfaction, agent performance, and operational efficiency isnt just hardit can feel like a game where the rules change daily. What is Call Center Management?

Best practices 52

Best practices Call Center Metrics Management 52

Fonolo

MAY 31, 2022

We’re here to break down this myth and demonstrate the difference between Occupancy Rate and Utilization Rate, so you can use both key performance indicators (KPIs) to benefit your contact center. Why is Occupancy Rate so Important in the Call Center? Total Shift Time —The full amount of time an agent was scheduled to work.

Agent burnout 67

Agent burnout Contact Center Average Handle Time Call Center 67

Babelforce

JULY 29, 2021

But every so often you should do yourself a big favor and shake up the call center KPIs your measure. 21 essential call center KPIs. #1 Talk time is a simple metric; it’s the total time agents spend dealing with callers. It differs from handling time because it doesn’t include after call work or time on hold.

Call Center 52

Call Center Abandon rate Contact Center Agent burnout 52

JustCall

DECEMBER 1, 2022

Remote call center employees feel they can be more flexible, productive, and satisfied while working from home. Work from home call centers must deal very cautiously with employees who prefer to work from home. Work from home call centers must deal very cautiously with employees who prefer to work from home.

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Call Center Management Agent burnout Scripts 52

Babelforce

NOVEMBER 25, 2021

With this in mind, here are the ten call center metrics that many experts agree are absolutely vital. They’re enough to provide insight into all aspects of your contact center – from efficiency to customer experience and agent productivity – without overwhelming you with data. Top Ten Call Center Metrics. #1

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

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

Mindtouch

MARCH 16, 2018

Regardless of the reason, an unhappy group of support agents can make for unhappy customers and seriously impact customer experience KPIs. Wherever you find agent burnout, dissatisfied customers are not far away. What makes customer support agents unhappy? Good for the agent, good for the customer.

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Agent burnout Customer Support Self service First call resolution 59

CSM Magazine

JANUARY 25, 2023

Magnus Geverts shares his top tips for beating agent burnout—and the competition—in 2023. Great news for businesses that rely on the festive season to tide them over during the leaner months but extremely stressful for agents in contact centres. Here are our top tips: 1.

Agent burnout 52

Agent burnout Analytics Gamification Coaching 52

Fonolo

AUGUST 15, 2023

When it comes to demystifying call center metrics, ‘occupancy rate’ shouldn’t be forgotten. Occupancy rate is basically a measure of how “busy” call center agents are when they are at work. You might think a simpler measurement like “call per hour” would answer this same question.

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Call Center Schedule adherence Contact Center Agent burnout 67

SharpenCX

APRIL 29, 2020

To keep your team engaged and performing at their best, your agents need to be coached daily. Because productivity without engagement is another key contributor to agent burnout – the Rube Goldberg Machine of bad outcomes. As you forecast for customer needs and plan agent schedules, build in time for coaching each agent.

Coaching 76

Coaching Management Contact Center Agent Empowerment 76

JustCall

APRIL 3, 2024

So, how do you manage call surges during unanticipated high-traffic periods? Let’s explore the top 10 tips high call volume call centers could use. High call volume: What is it? This optimized staffing is essential in dealing with high call volumes. It helps to identify areas for improvement as well.

Sales 52

Sales Interactive Voice Response Abandon rate Agent burnout 52

aircall

DECEMBER 28, 2020

That’s important because by optimizing distributed teams, you’ll get the maximum benefit from your call center. . Be careful not to overlook one of the most important components of setting up a distributed workforce— call center software with analytics. Why You Use a Distributed Team Model . 2) Monitoring.

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Call Center Analytics Agent burnout Metrics 62

NobelBiz

MARCH 6, 2023

Predictive dialer software can also play pre-recorded messages, such as greetings or appointment reminders, before connecting the call to an agent. Moreover, it can provide real-time analytics to managers, allowing them to monitor call center performance and make adjustments as needed. How do Predictive Dialers Work?

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Abandon Call Contact Center Agent burnout Abandon rate 52

Sykes

DECEMBER 14, 2017

The most important steps insurers can take to get their call centers ready are: Provide agents with effective, adaptive training and personal support. Happy and supported service agents are more likely to deliver an Exceptional Member Experience. Embrace multiple service channels. Social networks. Communities (forums).

Agent burnout 40

Agent burnout Healthcare Wait times Self service 40

Sykes

DECEMBER 14, 2017

The most important steps insurers can take to get their call centers ready are: Provide agents with effective, adaptive training and personal support. Happy and supported service agents are more likely to deliver an Exceptional Member Experience. Embrace multiple service channels. Social networks. Communities (forums).

Agent burnout 40

Agent burnout Healthcare Wait times Self service 40

Balto

FEBRUARY 6, 2023

This helped me build confidence through a body of evidence — you use your script correctly as a waitress and you get a dopamine hit in the form of a tip. 2021 Contact Center Agent Survey Report – Balto Ai. We Surveyed 500 Managers About Call Center Coaching. What Does the Contact Center of 2030 Look Like?

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Fonolo

JULY 13, 2021

However, customer support workers are at a particularly high risk of burnout, and that risk is even higher for call centers. That’s why it’s so important for businesses to practice mindfulness and take steps to support the wellbeing of their agents and other employees. What causes call center burnout?

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Agent burnout Call Center Morale Contact Center 81

Fonolo

FEBRUARY 19, 2019

One the recurring tropes in our industry is that consumer behavior and/or new channels and/or AI will lead to a decrease in the importance of the plain old phone call. Is there #VoiceShrinkage in the Contact Center? AI is Not Reducing Call Center Agent Employment. Call Center Metrics.

Call Center 62

Call Center Contact Center Agent burnout Gamification 62

NobelBiz

FEBRUARY 21, 2023

Call centers must implement an ideal client experience more than before to differentiate themselves. This is where the need for better management of callbacks in contact centers emanates. This is where the need for better management of callbacks in contact centers emanates. What is a call center callback option ?

Best practices 52

Best practices Contact Center Abandon rate Management 52

Calabrio

MARCH 7, 2025

Workforce Management Contact Center Forecasting Guide: Methods, Tips, and Tools for 2025 Share If operational efficiency and peak performance are your top goals, then implementing a sound contact center forecasting process might be the single most important thing your organization can do.

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Contact Center industry standards Call Center Average Handle Time 52