Toister Performance Solutions

MARCH 2, 2023

Is burnout gripping your contact center? A worldwide survey of contact center agents revealed 59 percent are at risk of burnout, including 28 percent who face a severe burnout risk. That spells trouble for contact centers. The responses were anonymous.

Contact Center 100

Contact Center Agent burnout Surveys Accountability 100

Noble Systems

SEPTEMBER 3, 2019

In Part 1 of this two-part series on contact center burnout we covered some of the warning signs of agent overload. Because burnout can lead to agent attrition – which can cost your business a tremendous amount each year. Overworking agents. Why is this so important?

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

TechSee

MAY 4, 2021

Physical contact centers were shut down, with agents hastily transitioned to a work from home (WFH) model and field service crews immobilized, yet calls from customers for assistance skyrocketed. Another survey corroborated these findings, with just under half (45%) of U.S. Agent Burnout.

Customer Service 182

Customer Service Contact Center Agent burnout Call Center 182

Toister Performance Solutions

MARCH 16, 2023

Remote work is polarizing, especially for contact centers. Team Remote touts the cost savings, flexibility, and improved quality of life that comes from having agents work remotely. Here’s some good news for Team Remote: your agents report having better bosses. And Zoom fatigue is real, y’all! It was a dead end.

Contact Center 82

Contact Center Agent burnout Feedback Call Center 82

Fonolo

SEPTEMBER 28, 2021

The Contact Center Guide to Managing Spikes in Call Volume. Why strong call center management is important. According to research from the Harvard Business Review, 71% of managers surveyed said employee engagement is an important factor in the overall success of a company. 7 steps to success as a call center manager.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

Fonolo

AUGUST 3, 2021

This is where organizing your contact center metrics into custom reports comes into play. The Executive Guide to Improving 6 Call Center Metrics. What is a call center report? Important call center KPIs. and as a total percentage for your contact center it directly informs workforce management ROI.

Call Center 142

Call Center Abandon rate Contact Center Agent burnout 142

Playvox

APRIL 4, 2023

Every workplace has its pros and cons, but contact center agents have one of the toughest jobs out there. Just like agents are protecting your company, contact center leaders and managers need to protect them and their mental health. Attrition Turnover has long been an issue in contact centers.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

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.

Call Center 95

Call Center Agent burnout Contact Center Call center experience 95

Aria Solutions

MARCH 31, 2020

Two-thirds of businesses surveyed report that they compete mainly on customer experience. The global call center market is predicted to grow to $481 billion by 2024 , propelled by the need for businesses to deliver customer-focused services. The 5 Pillars of the Modern Contact Center. Customer-Facing Knowledge Base.

Contact Center 62

Contact Center Agent burnout Self service Chatbots 62

Quiq

OCTOBER 16, 2020

A positive experience with a contact center agent can serve as the nudge customers need to make a purchase, while a frustrating conversation can deter existing customers and put off new customers entirely. Customers want agents to answer their messages and calls quickly and provide accurate, helpful information.

Contact Center 52

Contact Center Agent burnout Metrics Service level 52

SharpenCX

APRIL 1, 2020

Download Now: Partner with your VP of Ops to address these 7 projects in your contact center (one at a time). Use company goals as a marker for your quarterly contact center goals, so you set targets that contribute to the big picture. With objectives set, your agents have more manageable metrics and outcomes to impact.

Contact Center 67

Contact Center Customer Service Agent burnout Benchmark 67

Fonolo

JANUARY 31, 2022

When we hear the word “productivity”, we often picture the volume of work a contact center agent can get done in their day. This means our definition of agent productivity needs a bit of an update. Learn how you can better your team performance below… How to Foster Agent Engagement in a Hybrid Contact Center.

Call Center 87

Call Center Average Handle Time Agent burnout Contact Center 87

Fonolo

NOVEMBER 30, 2021

Over the last few years, the retail industry has undergone many drastic changes, and therefore, so has the world of the retail contact center. That’s where your retail contact center needs to shine. Don’t just be any old retail call center. Enlist a team of agents to monitor and reply to messages.

Customer Service 87

Customer Service Agent burnout Contact Center First call resolution 87

Hodusoft

AUGUST 9, 2023

Improving Customer Service in BPOs with Multi-Tenant Contact Center Software Noted management guru Peter F. As per a study conducted by Clutch, more than one-fourth of small businesses surveyed outsource their customer service to BPOs (business process outsourcing organizations). What is Multi-tenant Contact Center Software?

Contact center software 52

Contact center software Contact Center Customer Service Agent burnout 52

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

SharpenCX

JUNE 3, 2020

We’re sharing 19 workforce optimization statistics so you can better understand what matters to your agents and how supporting their needs is better for business. Nearly a third of contact center leaders, some 30%, believe their current tools aren’t cutting it and fail to help agents deliver standout customer experiences.

Customer Experience 84

Customer Experience Agent burnout Contact Center Metrics 84

Playvox

APRIL 27, 2023

Contact center trends can directly impact success. For the greatest impact and a clear competitive edge, contact center leaders must choose wisely when making business decisions about the trends to prioritize and implement in their organizations — because all change, even positive change, costs time and resources.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

Balto

FEBRUARY 6, 2023

With year-over-year attrition rates reaching 45% or above , the contact center can seem like a transient job. But in reality, we found that while many people leave within their first year, a majority of tenured agents spend longer in the contact center than they originally planned — and they’re happy to have done so.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Playvox

AUGUST 25, 2021

Even as some businesses have started to bring workers back into the office, 78% of CEOs surveyed indicate that some form of remote work will be an enduring part of their business strategy. In a recent Global Human Capital Trends survey, respondents ranked employee well-being in the top three priorities for work transformation.

Management 57

Management Agent burnout Contact Center Coaching 57

Fonolo

OCTOBER 25, 2022

If frequent agent absences are getting the best of your call center, it’s time to remedy the issue. Let’s explore the most common causes of call center absenteeism and how to fix them. How to Foster Agent Engagement in Today’s Contact Center. Why Attendance Matters in the Call Center.

Call Center 81

Call Center Agent burnout Abandon rate First call resolution 81

Fonolo

FEBRUARY 19, 2019

Initially, we focused on more technical aspects of the contact center, but over the years we expanded to include more of the human aspects of that industry, and the broader universe of customer service as well. Is there #VoiceShrinkage in the Contact Center? AI is Not Reducing Call Center Agent Employment.

Call Center 62

Call Center Contact Center Agent burnout Gamification 62

Balto

JANUARY 21, 2025

Lets explore how these performance metrics provide the foundation for a thriving call center and set you up to exceed both customer and business goals. Choosing the right agent performance metrics can be crucial for your call center Its also essential to differentiate between customer-focused metrics and agent-focused metrics.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Balto

JANUARY 2, 2025

Lets explore how these performance metrics provide the foundation for a thriving call center and set you up to exceed both customer and business goals. Its also essential to differentiate between customer-focused metrics and agent-focused metrics. Optimize agent workflows for faster response times and more efficient call handling.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

SharpenCX

FEBRUARY 11, 2020

Download Now: See what Frost & Sullivan marked as the most important trends impacting contact centers. With upgraded reporting, you can see how agents perform compared to industry standards and your past track record. With metrics and KPIs, you set the bar for performance across your contact center. Unthink it!

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

Babelforce

JULY 29, 2021

The difference between this and ASA still isn’t clear, think about this way: ASA is what happened for the contact center. Best-in-class contact centers use virtual queuing to avoid long periods of hold. #9 This usually indicates a contact center that receives more traffic than it can process. 9 Wait time.

Call Center 52

Call Center Abandon rate Contact Center Agent burnout 52

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. That’s where leveraging contact center performance management software can help. The answer is both.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

NobelBiz

MARCH 6, 2023

Predictive dialer software is a computer program that contact centers use to automate outbound calls. It automatically dials multiple phone numbers simultaneously and uses algorithms to predict when an agent will be available to handle a call. What is Predictive Dialer Software? Let’s start with the basics.

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52

Playvox

JANUARY 11, 2024

Call center workforce management is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost. WFM to the rescue.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Babelforce

NOVEMBER 25, 2021

In this post: Average Handling Time Customer Satisfaction Service Level First Contact Resolution Call Abandonment Rate Percentage of Calls Blocked Call Transfer Rate Wrap-up Time Customer Effort Score Average Idle Time. There are plenty of metrics and KPIs you can track to gain useful insight into your contact center operations.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Balto

DECEMBER 14, 2022

Improving productivity is one of the biggest challenges modern contact centers face. There are many things you can do to make your call center more productive, like motivating your agents, equipping them with technological solutions, and implementing self-service options. Customer Satisfaction Score (CSAT).

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

Balto

JANUARY 14, 2025

By the end of this guide, youll have a blueprint for using analytics to make smarter decisions, boost customer satisfaction, and future-proof your contact center operations. What Are Call Center Analytics? Real-Time Analytics: Provides live insights to assist agents during ongoing interactions.

Call Center 52

Call Center Analytics Average Handle Time Big data 52

Mindtouch

MARCH 28, 2018

And when those customers do inevitably call in to the contact center, it’s important that they’re met by a prompt, knowledgeable, and efficient agent. Still, it’s crucial that we equip our agents to deliver a high-quality customer service experience. Bad customer service experiences and unhappy agents.

First call resolution 48

First call resolution Contact Center Chatbots Call Center 48

Playvox

SEPTEMBER 16, 2022

Related Article: How Contact Center Agent Burnout Decreases Productivity (And What You Can Do About It). It automatically pulls insights from every ticket, survey, and digital interaction your agents are involved in, taking all the work out of tagging. Take The Headaches Out of Tagging.

Finance 52

Finance Agent burnout Education Benchmark 52

JustCall

DECEMBER 1, 2022

The need of the hour is for managers of work from home call centers to assist, interact and engage with their home agents using a range of reporting, monitoring and management tools. Through video communication, phone calls, and sharing of documents, it is possible to contact and motivate all members of your team when necessary.

Call Center 52

Call Center Management Agent burnout Scripts 52

Toister Performance Solutions

SEPTEMBER 3, 2019

About Glassdoor's Mission & Culture Survey 2019 The Glassdoor report was conducted by The Harris Poll. A total of 5,113 adults were surveyed, including 2,025 in the US, to learn how a company's culture contributes to employee recruitment and retention. Here are some highlights along with some suggestions for landing top talent.

Agent burnout 55

Agent burnout Airlines Advertising Contact Center 55

Balto

JANUARY 17, 2025

Why Does Call Center Management Matter More Than Ever? The days of viewing call centers as cost centers are over. In 2025, your contact center is your brand. Managing a Call Center Team: The Key Roles That Drive Success Managing a call center is like coaching a sports team. Think about it.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 18, 2025

Why Does Call Center Management Matter More Than Ever? The days of viewing call centers as cost centers are over. In 2025, your contact center is your brand. Managing a Call Center Team: The Key Roles That Drive Success Managing a call center is like coaching a sports team. Think about it.

Best practices 52

Best practices Call Center Metrics Management 52