SharpenCX

MAY 6, 2020

They crave interactions that use context from previous conversations to personalize their experience. Coaching your agents improves the quality of service they provide. When you manage your team by coaching them, you’re showing agents that you’ll listen to them. Coaching your agents lowers the risk for burnout.

Contact Center 76

Contact Center Call Center Coaching Agent burnout 76

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. Burnout disturbs the agent’s focus and motivation.

Call Center 52

Call Center Agent burnout Scripts Metrics 52

Playvox

APRIL 4, 2023

But the gap between how managers view feedback and how employees see it simply isn’t good for agent morale and mindset. To keep engagement up, feedback should be focused on coaching rather than micromanaging. Agents can’t operate without that clarity, and frequent feedback is a way to make sure they get it.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

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. Keeping agents updated on the overall group performance that their own personal metrics feed into.

Self service 85

Self service Management Coaching Contact Center 85

Playvox

AUGUST 25, 2021

As in-person interactions with customers have largely been suspended during the pandemic, customer experience centers have evolved from simply offering reactive support to providing proactive customer engagement. Read the Press Release: Dialpad and Playvox Partner to Optimize Agent and Customer Experience through Dialpad Contact Center.

Management 57

Management Agent burnout Contact Center Coaching 57

CSM Magazine

OCTOBER 4, 2022

Real-Time Agent Assist uses AI and Machine Learning to analyze customer needs and emotions, then deliver real-time coaching so contact center agents can take the best next step for customers. Real-Time Agent Assist.

contact center solutions 52

contact center solutions Contact Center Agent burnout Agent Empowerment 52

JustCall

NOVEMBER 22, 2023

Many growing businesses are struggling with this very hidden blocker that’s making it hard for their agents to work efficiently. It’s called the “agent tech stack mess”. The agent tech stack mess primarily breeds agent burnout. However, they don’t need more tools instead better coaching.

Agent burnout 52

Agent burnout Upselling Coaching Contact center software 52

SharpenCX

FEBRUARY 11, 2020

Where would you be without your agents in the first place? It’s vital that you know where your team’s strengths and weaknesses lie, so you know how to coach to better performance. Use the DISC Assessment or the StrengthsFinder Test to identify how your agents thrive and collaborate. Tip #3: Coaching for a Better Team.

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

CSM Magazine

OCTOBER 10, 2023

What is more, 80% of consumers expect to solve their complex problems by speaking to just one person and yet between hold times, hand-overs, and ill-equipped agents, over half claim their interactions with support staff remain fragmented. Understand that the problem is not empathy in itself but how it is coached.

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

Playvox

DECEMBER 13, 2022

Calling their own phone, family, or friends or handling personal issues when doing “outbound” work. While some might only see this as an agent behavior issue, the truth is, it’s a broad problem with a significant impact on the business. If only one person is practicing interaction avoidance, the impact is fairly small.

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84

SharpenCX

AUGUST 4, 2020

Use it to automate scheduling your agents, route coaching lessons to your team, and even alert you to KPI thresholds that need attention. Use your automation tools to gather agent information and data so you can provide better coaching. Download Now: Get Real About Coaching Your Agents with These Actionable Tips.

Call Center 67

Call Center Technology Self service Coaching 67

Talkdesk

JULY 16, 2019

Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification. Do they want personal, friendly customer interactions, or do they want an effective call center agent who can provide fast resolution of their issue?

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Balto

NOVEMBER 2, 2023

The most recent game-changer that has taken the tech industry by storm is the advancement of AI and ML-driven insights that allow enterprises to create more personalized experiences for their customers, as well as maximize efficiency and make the most out of their agents’ skills.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

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. Plus, they’ll be able to automate redundant tasks and provide a truly personalized experience for each customer.

Contact Center 52

Contact Center Interactive Voice Response Coaching Virtual Agent 52

Aria Solutions

MARCH 31, 2020

Contact centers are using Chatbots to provide instant answers to common questions, direct queries to the right agents, and reduce call volume. Whether it’s an FAQ, an in-depth library of How-Tos, or video tutorials, customers are more interested in getting answers than talking to a person. Customer-Facing Knowledge Base. 24/7 Access.

Contact Center 62

Contact Center Agent burnout Self service Chatbots 62

CSM Magazine

AUGUST 8, 2023

Trust them—if you’ve deployed speech and desktop analytics, you’ll probably find that your best performers already do this, unofficially.While tapping into the mood of the frontline, VoE analytics can also uncover potential knowledge and skills gaps and in so doing, empower agents along their own path to self-improvement.

Employee engagement 52

Employee engagement Agent burnout Gamification Analytics 52

Balto

JANUARY 14, 2025

By integrating these pillars, businesses can proactively address challenges, personalize interactions, and optimize workflows. This personalization increased customer retention by 18%. Agent Coaching and Performance : Real-time tools identify coaching moments, enhancing performance during live calls.

Call Center 52

Call Center Analytics Average Handle Time Big data 52

Balto

FEBRUARY 6, 2023

One respondent shared: “[The contact center] fits my personality and helps me with my social anxiety problems by forcing me to speak to strangers while also not having to be face to face.” of respondents worked in person, 26.41% worked remotely, and 26.89% worked a hybrid of the two. Key word: opportunity. In our survey, 46.7%

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Balto

JANUARY 21, 2025

How to Improve CSAT: Empower agents with real-time tools to resolve customer issues efficiently during the first interaction. Gather customer feedback consistently to understand trends and coach agents on areas that need improvement. Streamlining after-call work or improving agent training can reduce AHT and boost satisfaction.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Balto

JANUARY 2, 2025

How to Improve CSAT: Empower agents with real-time tools to resolve customer issues efficiently during the first interaction. Gather customer feedback consistently to understand trends and coach agents on areas that need improvement. Streamlining after-call work or improving agent training can reduce AHT and boost satisfaction.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

NobelBiz

MARCH 6, 2023

The purpose is to maximize the number of live connections an agent can handle. As soon as a call is answered, the software determines whether a live person or an answering machine/voicemail system is on the other end. If a live person answers the call, the software immediately connects the call to an available agent.

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52

NobelBiz

JUNE 4, 2024

Integrate Your CRM with the Call Center Integrating your CRM with your call center system allows for better customer data management and more personalized service. This integration ensures that agents have access to all relevant customer information during interactions, leading to more efficient and effective service.

Call Center 52

Call Center Interactive Voice Response Customer Service contact center solutions 52

Playvox

APRIL 27, 2023

Let’s take a closer look at each for a deeper understanding of how they can bring a positive transformation in the personalized service you deliver as well as your daily operational efficiency. Synchronous customer communication channels involve real-time communication between a customer and a service agent.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

Noble Systems

OCTOBER 21, 2020

That may be good to funnel calls to your faster agents, but it is not very efficient, runs the risk of under-utilizing some agents, and does not necessarily ensure that the person receiving the call is qualified to assist the customer. Keeping agents and customers satisfied is critical in today’s fast-paced environments.

First call resolution 57

First call resolution Call Center Interactive Voice Response call center software 57

Robert Davis

APRIL 5, 2018

Let’s face it; the outbound agent will encounter many more “no’s” than “yes’s.” Agent burnout is high due to the aforementioned “rejection factor” inherent in outbound selling. The agent turnover rate for outbound programs can often be two to three times higher than for inbound or other call center functions.

Telemarketing 48

Telemarketing Outbound sales outsourcing Quality calibration 48

JustCall

DECEMBER 1, 2022

Use broadcast messages to communicate support to people or teams and identify how the work from home call center agents are contributing to the company’s larger purpose. Provide Regular Feedback And Coaching. Constant mentoring shows that you are committed to helping remote call center agents grow professionally.

Call Center 52

Call Center Management Agent burnout Scripts 52

aircall

OCTOBER 31, 2016

Without being in the driver’s seat for your omnichannel strategy, you won’t be able to cater to your customers in the most personalized way. This is a recipe for agent burnout , and for an unsuccessful and unsustainable strategy. Regular coaching sessions will keep your team proactive and on the same page.

outsourcing 48

outsourcing Multichannel Agent burnout Self service 48

NobelBiz

FEBRUARY 21, 2023

In this case, the client has two options: wait for an agent to become available and answer, or hang up and receive a callback later. The answer is personalized Customer Experience and User Experience. Indeed, Callbacks are an excellent way to make interactions easier for call center agents and clients.

Best practices 52

Best practices Contact Center Abandon rate Management 52

Robert C. Davis and Associates

APRIL 5, 2018

Let’s face it; the outbound agent will encounter many more “no’s” than “yes’s.” Agent burnout is high due to the aforementioned “rejection factor” inherent in outbound selling. The agent turnover rate for outbound programs can often be two to three times higher than for inbound or other call center functions.

Telemarketing 40

Telemarketing Outbound sales outsourcing Quality calibration 40

Balto

JANUARY 18, 2025

Its about creating a customer journey that feels personal, professional, and effortless. This is where managing call center operations plays a pivotal roleensuring that agents are equipped, processes are optimized, and performance metrics align with larger business goals. Supervisors The Coaches Supervisors are in the trenches.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

Its about creating a customer journey that feels personal, professional, and effortless. This is where managing call center operations plays a pivotal roleensuring that agents are equipped, processes are optimized, and performance metrics align with larger business goals. Supervisors The Coaches Supervisors are in the trenches.

Best practices 52

Best practices Call Center Metrics Management 52