Fonolo

MARCH 25, 2021

Structuring your agent satisfaction survey. Surveys are typically made up of two types of data. Quantitative data is made up of responses that can be expressed as a number value, while qualitative data is comprised of more subjective responses. When agent satisfaction is left unaddressed, agent burnout comes into play.

Call Center 147

Call Center Surveys Agent burnout Contact Center 147

ROI CX Solutions

DECEMBER 16, 2024

Without proper planning, the increased business during the holidays can lead to longer wait times, higher agent burnout, and missed opportunities to deliver outstanding holiday-time customer service. Prepare your contact center agents ahead of time to keep up with customer demands.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time outsourcing 52

Fonolo

AUGUST 3, 2021

Your executive team and call center agents need easy-to-digest, visual data that can help to inform their decisions and actions. We’ve all suffered through dry presentations featuring data that is hard to tie to everyday actions and goals. Analytics act as the backbone of your reports and daily data.

Call Center 142

Call Center Abandon rate Contact Center Agent burnout 142

Toister Performance Solutions

MARCH 2, 2023

Burnout is defined by the American Psychological Association as "physical, emotional, or mental exhaustion accompanied by decreased motivation, lowered performance, and negative attitudes towards oneself and others." That study found 74 percent of contact center agents were at risk of burnout. You knew that already.

Contact Center 100

Contact Center Agent burnout Surveys Advertising 100

NobelBiz

APRIL 8, 2025

Key Takeaways Hidden Operational Costs: Disconnected tools force agents to toggle between platforms, causing delays and reducing overall efficiency. Negative Customer Experience: Long hold times, repeated questions, and agent confusion leave customers frustrated and less likely to return.

Call Center 40

Call Center Agent burnout Contact Center CRM 40

Fonolo

OCTOBER 19, 2021

To ensure agents are set up for success, it’s important to have solutions in place that can help boost employee satisfaction and give agents somewhere to turn if they’re stressed. Here are some common issues that come with working in a call center environment and how to help agents overcome them. Agent burnout.

Call Center 95

Call Center Agent burnout Contact Center Call center experience 95

Calabrio

MARCH 25, 2025

Wrap-Up Time, or After-Call Work (ACW): Wrap-up time, also known as after-call work, or ACW, measures the time an agent spends completing tasks after a call, such as updating records or sending follow-up emails. Why it matters: Optimizing ACW improves agent productivity and data accuracy.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

Hodusoft

JULY 2, 2024

Trends that are discussed in the webinar include- Emphasis on data security and privacy CX remains the notable differentiator The surge in demand for cross & multi-channel integration In today’s insurance sector, customers demand more personalized, efficient, and transparent interactions with their insurers.

Agent burnout 52

Agent burnout Customer Experience Abandon rate Average Handle Time 52

Playvox

APRIL 6, 2023

Maximizing workforce management efficiency through real-time data is an often-overlooked advantage for contact centers. Making sure you fill these key roles can separate you from the competition — but only if you also have access to the real-time data they’ll need to perform these roles.

Management 54

Management Contact Center Best practices Agent burnout 54

VirtualPBX

JULY 24, 2024

Contact Center features like ACD queuing and routing features like skill-based routing and escalation queues can alleviate high call volumes, long wait times, and agent burnout. Utilize your CRM integration to streamline agent communication and monitor signs of fatigue right from your live Contact Center dashboard.

Agent burnout 105

Agent burnout Self service Contact Center CRM 105

Fonolo

MARCH 8, 2022

It requires detailed data collection and analysis of all customer communications, history, and metrics to predict the number of inbound calls for a future given time period (week, month, quarter). Agent burnout. Any miscalculations in forecasting or scheduling could result in overworked agents. Overstaffing.

call center workforce 75

call center workforce Call Center Agent burnout Management 75

Balto

JANUARY 14, 2025

From understanding the fundamentals of call center predictive analytics to diving into real-world call center analytics use cases, this comprehensive guide covers everything you need to know about analyzing call center data. Predictive Analytics: Uses historical data to forecast future events like call volumes or customer churn.

Call Center 52

Call Center Analytics Average Handle Time Big data 52

CSM Magazine

JANUARY 25, 2023

Magnus Geverts shares his top tips for beating agent burnout—and the competition—in 2023. Great news for businesses that rely on the festive season to tide them over during the leaner months but extremely stressful for agents in contact centres. About the Author Magnus Geverts is VP Product Marketing at Calabrio.

Agent burnout 52

Agent burnout Analytics Gamification Coaching 52

SmartAction

JUNE 27, 2023

Increased Agent Workload: Rising customer expectations can overwhelm your agents. Automating repetitive tasks prevents agent burnout, increases productivity, and reduces turnover rates. Delaying automation means missing out on growth opportunities.

Contact Center 84

Contact Center Virtual Agent Agent burnout Self service 84

Fonolo

JUNE 14, 2018

Not only does this lessen the chance of customers having to repeat themselves, it also provides rich consumer data to agents ahead of time. It: Frees up agents’ time by resolving minor inquiries that may not require human interference. Making optimal use of all customer data collected by multiple channels.

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Chatbots Brand ambassadors Agent burnout Complaint resolution 90

Solvvy

JUNE 30, 2021

If after analyzing this data, your customer support metrics are languishing and you see room for improvement, the boost you need could be Solvvy ‘s next-generation chatbot platform. Chatbots Lead to Happier Agents, Which Means Happier Customers. Unfortunately, agent burnout is very real.

Chatbots 62

Chatbots Metrics Customer Support Agent burnout 62

Fonolo

OCTOBER 25, 2022

Word to the wise: don’t wait until you have cases of agent burnout on your hands. By this point, it’ll be much more difficult to keep them engaged, and you may find yourself facing high agent attrition and turnover. When it comes to call center strategy, it’s always best to make decisions informed by historical performance data.

Call Center 81

Call Center Agent burnout Abandon rate First call resolution 81

CSM Magazine

OCTOBER 4, 2022

These solutions boost agent effectiveness and engagement, while improving customer satisfaction and lowering costs, by using Qualtrics’ industry-leading natural language understanding and machine learning capabilities to identify sentiment, reasons for calls, common issue resolutions, compliance risks, and more.

contact center solutions 52

contact center solutions Contact Center Agent burnout Agent Empowerment 52

SharpenCX

JUNE 3, 2020

A lack of visibility into goals, metrics, and progress fuels agent burnout. Agents who sit at severe risk for burnout are 63% less likely to have daily metrics on display in their office. Use performance and contact center data to build customer experience strategies that soar past expectations. Jeff Toister ).

Customer Experience 84

Customer Experience Agent burnout Contact Center Metrics 84

SharpenCX

MAY 6, 2020

When agents feel supported in their roles, and when they know their value, it takes less emotional labor to do their jobs. Investing in agent training, coaching and development paths for your team – core functions of your job – slims down agent burnout. And, when you limit burnout, you cut agent attrition.

Contact Center 76

Contact Center Call Center Coaching Agent burnout 76

SharpenCX

JULY 2, 2020

Download Now: Use data about what your customers really want to build your customer experience strategies. You don’t filter customer data to your agents’ desktops because you don’t want to overwhelm them with info. Because it fuels agent burnout and customer frustrations rather than streamlining CX and reducing customer effort.

Contact Center 76

Contact Center Customer Experience Agent burnout CRM 76

Nicereply

JULY 27, 2021

Over time, this allows you to maintain a healthy team by reducing the chances of agent burnout and keeping your budget at levels that executives love to see. If you have an existing team, using a large data set to run these calculations usually accounts for most of the variance. Finally, there is a wildcard of tooling.

Customer Service 98

Customer Service Agent burnout Average Handle Time Education 98

Playvox

DECEMBER 13, 2022

Once you’ve run the gamut of possibilities and you still come up empty-handed, it’s time to review agent data to determine if agent behavior caused the unexpected spike in volume. When some agents avoid working with customers, that puts pressure on other team members to pick up the slack.

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84

Quiq

OCTOBER 16, 2020

Contact centers today have the ability to gather endless data about customers and conversations. These include: Service level: This metric is defined as the percentage of messages and calls that are answered by a live agent within the organization’s target time frame. Trends reveal themselves in data over months and years.

Contact Center 52

Contact Center Agent burnout Metrics Service level 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

APRIL 29, 2020

And, you shouldn’t have to worry that running a lean contact center puts agents at risk for burnout and disengagement. 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.

Coaching 76

Coaching Management Contact Center Morale 76

Hodusoft

AUGUST 9, 2023

It not only enables you to track and analyze real-time data but gives you ownership of your customer service process. However, every tenant gets a separate space, which allows them to safeguard their data and interactions. In the building, people called agents work to handle phone calls from customers who need help or have questions.

Contact center software 52

Contact center software Contact Center Customer Service Agent burnout 52

Babelforce

FEBRUARY 23, 2022

Contact centers can source the data to enter into the equation from the ACD system. Many will, however, calculate utilization rates for individual agents and teams automatically. If rates go higher, the recuperation time agents have between calls gets shorter. Agent burnout then becomes much more likely.

Schedule adherence 52

Schedule adherence Agent burnout Contact Center Metrics 52

Playvox

APRIL 4, 2023

From a contact center leader’s perspective, you can protect agents’ emotional and mental well-being in these situations by using your customer sentiment analysis solution to monitor for language common to customers with high emotional demands.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Playvox

JULY 31, 2023

Easy access to the right data you need — when you need it — is critical to efficiency in your service center. In today’s “work from anywhere” world, agents must have access to timely and transparent data so they have a clear understanding of their performance metrics.

Self service 85

Self service Management Contact Center Coaching 85

Aria Solutions

MARCH 31, 2020

Advanced Tools for Agents to Provide Better Support. For most companies, a major concern in providing exceptional customer support are agent burnout and turnover. Large amounts of data can be processed to detect patterns while Predictive Analytics can guide agents and surface support materials before they are needed.

Contact Center 62

Contact Center Agent burnout Self service Chatbots 62

Balto

JANUARY 21, 2025

These metrics provide actionable insights into agent performance, customer experience, and overall efficiency. By focusing on the right data points, organizations can pinpoint areas for improvement, streamline processes, and deliver exceptional service. Simplify post-call workflows for call center agents to minimize delays.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

CSM Magazine

OCTOBER 10, 2023

In one go, they increase planning flexibility, reduce idle time and facilitate better occupancy control to guard against agent burnout, which negatively affects AHT. 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

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

Balto

JANUARY 2, 2025

High ACW reduces agent productivity and limits how many customer calls your team can handle, impacting the call center’s overall performance. Formula: Minutes spent on after-call work Number of calls handled How to Reduce ACW: Use call center software to automate note-taking and data entry.

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Metrics Call Center Abandon rate Average Handle Time 52