NobelBiz
FEBRUARY 11, 2025
If call volumes surge, businesses must hire more agents, which takes time. Workforce management must be optimized to prevent agent burnout while maintaining coverage. High Success Rate for Resolution Live agents have higher first-call resolution rates than IVR systems.
NobelBiz
APRIL 8, 2025
Key Takeaways Hidden Operational Costs: Disconnected tools force agents to toggle between platforms, causing delays and reducing overall efficiency. Negative Customer Experience: Long hold times, repeated questions, and agent confusion leave customers frustrated and less likely to return.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Playvox
OCTOBER 19, 2021
Managers who want to meet customer demands will typically ask their agents to work more hours. Increased agent burnout. Working extra overtime hours and handling back-to-back interactions all day long can quickly lead to agent burnout, especially if customers are frustrated about long wait times and take it out on agents.
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.
JustCall
MARCH 7, 2023
Develop a Recruitment Process The recruitment process greatly depends on the mode of contact center deployment. For example, for an on-premise contact center solution, you would need to recruit local candidates. On the other hand, for a cloud contact center, you can work with remotely-located global talent.
Expert insights. Personalized for you.
52 
Let's personalize your content