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High training costs, high attrition, agent burnout, and outdated systems get in the way of empowering agents to provide excellent customer service.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? Inadequate tools and resources.

Agent burnout 59

Agent burnout Customer Support Self service First call resolution 59

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

SharpenCX

APRIL 1, 2020

And we’re here to help you do the same with quarterly customer service goals. Let’s map out quarterly customer service goals to set your team up for success. We’re walking through five steps to setting customer service goals that your team can accomplish in 90 days. Give your team ownership over each goal.

Contact Center 67

Contact Center Customer Service Agent burnout Benchmark 67

Playvox

APRIL 4, 2023

Signs And Effects Of Poor Agent Emotional Well-Being In Your Contact Center Working with customers requires a lot of emotional labor from your customer service center agents — even if customers are happy. Burnout Burnout is at the heart of poor emotional well-being in a contact center.

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. SQM research shows that 63% of the agents experience a high burnout rate.

Call Center 52

Call Center Agent burnout Scripts Metrics 52

Contact Center Pipeline

JANUARY 28, 2021

Although COVID-19 is still the central focus of our everyday lives, the contact center industry appears to be moving forward with optimism, lessons learned and plans for delivering customer service in a business environment that looks nothing like the previous years. As Einstein once […].

Contact Center 147

Contact Center Agent burnout Customer Service Morale 147

SharpenCX

APRIL 29, 2020

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. As you forecast for customer needs and plan agent schedules, build in time for coaching each agent.

Coaching 76

Coaching Management Contact Center Morale 76

JustCall

OCTOBER 16, 2023

High call volumes can swiftly engulf customer service teams, disrupting structured processes and spawning chaos. This reality yields longer wait times, ballooning queues, and plummeting customer satisfaction , with many businesses only able to address 37.8% The next time a customer asks, “What are your business hours?”

Interactive Voice Response 52

Interactive Voice Response Management Agent burnout Wait times 52

JustCall

OCTOBER 16, 2023

High call volumes can swiftly engulf customer service teams, disrupting structured processes and spawning chaos. This reality yields longer wait times, ballooning queues, and plummeting customer satisfaction, with many businesses only able to address 37.8% The next time a customer asks, “What are your business hours?”

Interactive Voice Response 52

Interactive Voice Response Management Agent burnout Wait times 52

JustCall

NOVEMBER 22, 2023

A whopping 86% of CX executives rank agent experience (AX) as the #1 driver of better CX. It’s a clear reflection of why businesses have started making sure that their customer service agents are performing at their best. And this isn’t just about being nice on the customer calls. These include.

Agent burnout 52

Agent burnout Upselling Coaching Contact center software 52

Global Response

AUGUST 7, 2023

Culture is one of the most nebulous aspects of any company or team—but creating a positive one can make or break your employee experience, your customer service, and your bottom line. Consider that happier employees with stronger morale will provide better customer service and tend to be friendlier on calls.

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

Balto

JANUARY 21, 2025

A lower ASA improves contact center performance, ensures faster support, and drives customer satisfaction by delivering a seamless experience. Agent Turnover Rate High turnover rates disrupt your customer service teams and increase costs. Tracking this metric helps you address burnout, training gaps, and overall morale.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Balto

JANUARY 2, 2025

A lower ASA improves contact center performance, ensures faster support, and drives customer satisfaction by delivering a seamless experience. Agent Turnover Rate High turnover rates disrupt your customer service teams and increase costs. Tracking this metric helps you address burnout, training gaps, and overall morale.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 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. Effective call center management relies heavily on the performance of these agents. The role of a call center agent is multifaceted.

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. Effective call center management relies heavily on the performance of these agents. The role of a call center agent is multifaceted.

Best practices 52

Best practices Call Center Metrics Management 52

Babelforce

JULY 29, 2021

Average idle time measures the time agents waiting for calls to come in. You should expect some amount of idle time, and trying to abolish it completely can lead to agent burnout. This shows the rate of unauthorized days off taken by agents. . #19 Average idle time. Now choose and track the most relevant KPIs.

Call Center 52

Call Center Abandon rate Contact Center Agent burnout 52

Playvox

MAY 25, 2023

In addition, new online channels have emerged to help companies serve customers in an increasingly digital landscape. New ways to improve customer retention and loyalty, as well as increase the customer base and boost customer satisfaction levels, are always popping up. Complaints 2.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55

Balto

NOVEMBER 2, 2023

These inefficiencies can be a result of low agent morale, high turnover rates, agent burnout, and a lack of self-service channels. For example, using AI to automate mundane tasks can significantly free up your agents’ time, which can help your agents stay motivated and reduce agent burnout.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

Playvox

JANUARY 11, 2024

As customer interactions and support have become more complex, and contact centers provide omnichannel support, call center leaders need a better way to maximize agent performance, gain operational efficiencies, and deliver an outstanding customer service experience. Does your spreadsheet do all that?

Call Center 52

Call Center Schedule adherence call center workforce Management 52

JustCall

DECEMBER 1, 2022

Work from home call centers can: Increase the availability of the company’s inbound customer service work from home and make it 24/7 for your operations Provide better overall inbound customer service work from home for customers Enjoy the possibility and flexibility of temporary hires for the high season.

Call Center 52

Call Center Management Agent burnout Scripts 52

JustCall

MARCH 6, 2023

Analyzing the call center agent utilization rate and taking the right measures can lead to better customer service, reduced inefficiencies, and better performance. This is because the low rate could affect costs, morale and satisfaction. Too low, and costs and customer satisfaction could be affected.

Call Center 52

Call Center Abandon rate Average Handle Time Metrics 52

Balto

JANUARY 14, 2025

By analyzing customer behavior, businesses can improve sales, enhance customer retention, and provide more personalized customer service , leveraging historical data to anticipate future trends. Gamification : Tools turn performance goals into rewards, boosting morale.

Call Center 52

Call Center Analytics Average Handle Time Big data 52

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

Hodusoft

APRIL 16, 2025

When customers suspect billing errors, they immediately contact the customer service department of the telecom companies of telecom companies and communication service providers. This enhances customer experience by providing localized support, addressing language preferences, and complying with regional regulations.

Interactive Voice Response 52

Interactive Voice Response Management First call resolution Abandon Call 52