Agent burnout Coaching Groups 
CCNG
MAY 11, 2022
What are call center agents’ perceptions or expectations? We often participate in call center agent focus groups in the U.S. Today's call center agent has more in common with you and me than you might think. Most agents want a sense of purpose regardless of the comp package, amenities, and benefits.
Fonolo
AUGUST 3, 2021
A high first contact resolution (also known as first call resolution ) means your agents are knowledgeable and highly effective in their work. On the other side of the spectrum, a low percentage means that there is room for coaching and training to improve your agents’ product and service knowledge.
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Skybridge
JUNE 10, 2020
Layer on additional group videoconference opportunities. Host other gatherings for smaller groups. Your at-home agents haven’t just been staying home for their jobs. Keep Building Skills with Training, Practice, and Coaching. Acknowledge Stress and the Need to Reduce it.
SharpenCX
APRIL 29, 2020
Build in time for agent coaching. 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. Coaching builds confidence in your agents.
Playvox
JULY 31, 2023
Much of a team leader’s time is taken away from their key role of providing coaching and development to their people when they have to get involved in manual, immediate, repetitive, and cumbersome tasks like leave approval and shift swaps. A display of group business metrics. My metrics : A display of an agent’s personal metrics.
Balto
MARCH 29, 2023
Some common use cases for AI in the contact center industry include routine task automation, real-time language translation, customer interaction analysis, real-time quality assurance, and agent assistance and coaching. This can help you target your coaching and enhance the quality of your customer interactions.
Balto
JANUARY 14, 2025
Topic Modeling : Groups conversations into themes, such as billing issues or product inquiries. Unsupervised Learning : Groups unlabeled data into clusters, revealing patterns like common complaint types. Reinforcement Learning : Optimizes call routing by learning which agents handle specific issues most efficiently.
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