Vistio

DECEMBER 12, 2023

High training costs, high attrition, agent burnout, and outdated systems get in the way of empowering agents to provide excellent customer service. So, how best to fix these issues to boost agent productivity and morale?

Agent burnout 52

Agent burnout Morale Customer Experience Customer Service 52

Mindtouch

MARCH 16, 2018

Regardless of the reason, an unhappy group of support agents can make for unhappy customers and seriously impact customer experience KPIs. Wherever you find agent burnout, dissatisfied customers are not far away. What makes customer support agents unhappy?

Agent burnout 59

Agent burnout Customer Support Self service First call resolution 59

Calabrio

MARCH 25, 2025

Table of Contents: Understanding call center agent performance Essential call center agent metrics and KPIs 10 strategies to improve contact center agent performance Understanding call center agent performance Even in our increasingly AI-driven era, human interactions are still central to the work of contact centers and the value they deliver.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

Playvox

OCTOBER 19, 2021

Solutions include reducing agent-assisted volume, maximizing the capacity you already have, and automating processes in order to relieve agent burdens. What happens when you don’t have enough contact center agents? When you have an agent shortage, it causes significant CX, operational, morale, and cost issues.

Contact Center 73

Contact Center Management Agent burnout Interactive Voice Response 73

Fonolo

NOVEMBER 15, 2017

The customer service profession is known for high turnover rates and agent burnout, however, some professionals greatly excel in this line of work, and show tremendous aptitude for delivering excellent customer care. VPs & Directors of Customer Experience. VPs & Directors of Customer Service.

Customer Service 100

Customer Service Agent burnout Best practices Call Center 100

Playvox

APRIL 4, 2023

Replacing agents lost to attrition is costly — averaging more than $14,000 per agent. To keep turnover under control, you have to make sure your managers are trained to keep engagement up and morale high. Agents need to hear when their performance could use some help.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

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

SharpenCX

APRIL 29, 2020

Download Now: How to put your contact center data to work for a better customer experience. Good leaders know that simply having agents in their seats doesn’t make for standout customer experiences. To meet the sky-high expectations of today’s customers, agents need to be engaged at work.

Coaching 76

Coaching Management Contact Center Morale 76

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.

Agent burnout 52

Agent burnout Upselling Coaching Contact center software 52

JustCall

OCTOBER 16, 2023

This reality yields longer wait times, ballooning queues, and plummeting customer satisfaction , with many businesses only able to address 37.8% Such circumstances fray the efficiency and morale of your customer service teams and steer them towards burnout, sending customer satisfaction spiraling down.

Interactive Voice Response 52

Interactive Voice Response Management Agent burnout Wait times 52

JustCall

OCTOBER 16, 2023

This reality yields longer wait times, ballooning queues, and plummeting customer satisfaction, with many businesses only able to address 37.8% Such circumstances fray the efficiency and morale of your customer service teams and steer them towards burnout, sending customer satisfaction spiraling down.

Interactive Voice Response 52

Interactive Voice Response Management Agent burnout Wait times 52

SharpenCX

APRIL 1, 2020

Staying aligned with the overarching business strategy your execs lay out ups the ROI of your contact center and proves the value of you, your supervisors and your agents. Look at your data to ID broken pieces of your customer experience. Let’s say low CSAT scores contribute to high customer churn at your company.

Contact Center 67

Contact Center Customer Service Agent burnout Benchmark 67

Global Response

AUGUST 7, 2023

Save money and increase sales with a brand-obsessed, people-first team that delivers a high-touch, superior customer experience, every time. Consider that happier employees with stronger morale will provide better customer service and tend to be friendlier on calls. Ready to perfect your CX?

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

Balto

JANUARY 21, 2025

For example, if improving customer satisfaction scores is a priority, focus on metrics like first call resolution and average response time that directly impact the customer experience. A rising call transfer rate, for instance, signals gaps in agent training or routing systems, giving you a clear area for improvement.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Balto

JANUARY 2, 2025

For example, if improving customer satisfaction scores is a priority, focus on metrics like first call resolution and average response time that directly impact the customer experience. A rising call transfer rate, for instance, signals gaps in agent training or routing systems, giving you a clear area for improvement.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Babelforce

JULY 29, 2021

AHT is the average time it takes agents to handle a call, from when they pick up to when they finish after call work. But going too far will worsen the customer experience. #3 ASA tells you the average time a caller waits after they are routed to a queue but before they’re bridged to an agent. 3 Call abandonment rate.

Call Center 52

Call Center Abandon rate Contact Center Agent burnout 52

Balto

NOVEMBER 2, 2023

They also provide you with actionable insights that drive your decision-making and help you build a customer-first culture in your contact center. Providing a seamless customer experience is a pressing challenge that many contact centers are still struggling with.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

Balto

JANUARY 18, 2025

Managing shifts to prevent agent burnout. Call Center Agents The Frontline Warriors Call center agents are the frontline warriors of any call center operation. Call centers, a critical touchpoint for many organizations, must adapt to changing customer expectations, technological advancements, and industry trends.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

Managing shifts to prevent agent burnout. Call Center Agents The Frontline Warriors Call center agents are the frontline warriors of any call center operation. Call centers, a critical touchpoint for many organizations, must adapt to changing customer expectations, technological advancements, and industry trends.

Best practices 52

Best practices Call Center Metrics Management 52

Playvox

JANUARY 11, 2024

Read on for a complete guide on how to improve operational efficiency and deliver a better customer experience (CX) through WFM. When WFM is effective, team members deliver outstanding customer experience and positive outcomes while maximizing productivity and performance. What is Workforce Management for Call Centers?

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Playvox

MAY 25, 2023

The once “in-person” centers dealing with inbound calls have been replaced by global, distributed customer experience teams. In addition, new online channels have emerged to help companies serve customers in an increasingly digital landscape. Contact centers have changed drastically in recent years.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55

Xaqt

FEBRUARY 26, 2020

There is a lot of misinformation on the internet, and providing employees easy access to verified and accurate information will have a positive impact on moral and reduce fear. Employee Information Hotlines Keeping employees up to date on the current situation and your company's policies and procedures is critical.

Call Center 52

Call Center Interactive Voice Response Agent burnout Wait times 52

JustCall

DECEMBER 1, 2022

Remote call center agents need to succeed every day. They have a huge responsibility of handling customer queries, increasing profits, reporting to managers, meeting KPIs, and creating positive customer experiences. This is also an opportunity to dig deeper into the agent’s tasks and make sure they are realistic.

Call Center 52

Call Center Management Agent burnout Scripts 52

Balto

JANUARY 14, 2025

In todays customer-first world, monitoring and improving call center performance through analytics is no longer a luxuryits a necessity. Utilizing call center analytics software is crucial for improving operational efficiency and enhancing customer experience. Heres how analytics transforms the customer experience: 1.

Call Center 52

Call Center Analytics Average Handle Time Big data 52

Fonolo

JULY 13, 2021

What causes call center burnout? Stress is notoriously prevalent in call center agents. Because of this, 75% of call center agents are at risk of burnout. Here are some of the most common causes for agent burnout: Unsustainably high workload. Emotional burden and/or abuse from customers.

Agent burnout 81

Agent burnout Call Center Morale Contact Center 81

Outsource Consultants

JANUARY 3, 2024

Grading our 2023 BPO Industry Predictions Prediction: Agent Morale is 2023’s Top Priority In late 2022, we heard from new clients that a key concern for 2023 was partnering with BPO vendors adept at managing rising attrition rates. This change in focus led clients to make decisions increasingly based on agent satisfaction levels.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

Voxjar

JANUARY 11, 2018

A high FCR typically means you are also doing really well with: Customer Experience – You normally see high FCR and high CSAT scores going hand-in-hand. According to a study done by Customer Relationship Metrics, CSAT will be 35-40% lower when a second call is made for the same issue.

First call resolution 40

First call resolution Contact Center Construction Agent burnout 40

Hodusoft

APRIL 16, 2025

But in an industry where customer experience is everything, not answering is simply not an option. Telecom service providers must not only ensure that they respond to each and every incoming call and message but they do that as soon as possible without making customers wait for long.

Interactive Voice Response 52

Interactive Voice Response Management First call resolution Abandon Call 52