Playvox

FEBRUARY 2, 2022

Agent burnout directly harms the quality of customer service your business provides and significantly hurts your company’s bottom line. It’s hard to ignore the fact that contact centers are plagued with high agent burnout and turnover rates. What Causes Agent Burnout? Preventing Agent Burnout.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

Monet Software

NOVEMBER 11, 2020

If you fear a particular agent is suffering from burnout, offer immediate support, much like you’d comfort someone with a bad cold and recommend fluids and rest. Use the conversation to learn how the agent is feeling and allow them to talk about any difficulties they’re facing. Doing so might drive some new excitement.

Morale 100

Morale Agent burnout Contact Center Coaching 100

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. Remember that understanding their role and goals was the most important factor in agent engagement.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Playvox

DECEMBER 13, 2022

When some agents avoid working with customers, that puts pressure on other team members to pick up the slack. This can lead to burnout, creating additional increases in agent stress that lead to high call-outs or high attrition rates. What To Do if Contact Center Agents Are Participating in Interaction Avoidance.

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84

Playvox

AUGUST 25, 2021

Read the Press Release: Dialpad and Playvox Partner to Optimize Agent and Customer Experience through Dialpad Contact Center. Playvox synchronizes Dialpad users, the status of agents, customer interactions, and call center events — providing a single, comprehensive solution for workforce management and quality assurance.

Management 57

Management Agent burnout Contact Center Coaching 57

CSM Magazine

OCTOBER 10, 2023

While leaders often ask agents to ‘walk in the customer’s shoes’, such advice usually exacerbates these negative consequences. Understand that the problem is not empathy in itself but how it is coached. The beauty of cloud-first contact centre solutions is they make light work of scaling up and down as your business changes.

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

Talkdesk

JULY 16, 2019

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43