Voxjar

JANUARY 11, 2018

First Call Resolution (FCR) is arguably the most important metric for small and midsize contact centers to track. As the name suggests, a First Call Resolution is a call that gets resolved by the support rep on the first call. That can leave you in a moral quandary….

First call resolution 40

First call resolution Contact Center Construction Agent burnout 40

Fonolo

SEPTEMBER 28, 2021

They motivate employees through goal setting, help resolve conflicts, and play a large role in improving employee morale. Average time of work after calls – the amount of time agents spend working on related tasks after they’ve hung up with the customer. Focus on preventing employee burnout.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

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

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

JustCall

MARCH 6, 2023

How to Improve Call Center Occupancy If your call center occupancy metrics are lower than average over a time period, you need to take certain steps to raise them. This is because the low rate could affect costs, morale and satisfaction. Too high, and there is a greater risk of agent burnout and demotivation.

Call Center 52

Call Center Abandon rate Average Handle Time Metrics 52

Fonolo

FEBRUARY 14, 2019

We’ve previously discussed ways to combat agent burnout , but today we ask: What are the symptoms? Identifying the symptoms of burnout as soon as possible can significantly boost your service quality, workplace satisfaction, and bottom line. On top of this, a U.S. How do we properly make an early diagnosis?

Agent burnout 80

Agent burnout Call Center Gamification Contact Center 80