Agent burnout First call resolution Personalization 
TeleDirect
MARCH 13, 2025
Improves Customer Satisfaction Well-trained agents handle calls more effectively, leading to higher satisfaction rates. Reduces call transfers and improves first-call resolution (FCR). Creates a more personalized customer experience. How Training Impacts Call Center Performance Metrics 1.
TeleDirect
FEBRUARY 7, 2025
Active listening ensures: Quicker issue resolution. More personalized service. Stronger customer-agent relationships. Reduces Miscommunication Misunderstandings can lead to customer frustration and unnecessary follow-up calls. How Active Listening Benefits Call Centers 1. Frustration due to unresolved issues.
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Fonolo
SEPTEMBER 28, 2021
Being an amazing agent takes a great deal of patience, empathy, and problem solving. Although you may not be able to tell if someone possesses these qualities strictly based on their CV, you can get a better idea if their personality is suited for the job by integrating a role-playing exercise into your interview process.
NobelBiz
FEBRUARY 11, 2025
The key isnt IVR or live agents alone but using both effectively. Automation handles routine tasks, while human agents provide a personal touch. Lets break down IVR vs. live agents, the pros and cons of each, and how businesses can integrate them effectively. What s the Ideal Mix of IVR and Live Agents?
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What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.
ROI CX Solutions
DECEMBER 16, 2024
While this season is an exciting time to enjoy with loved ones, contact centers can quickly become overwhelmed this time of year by an influx of calls, stressed-out customers, and increased demands. Contact center outsourcing gives you access to highly trained agents available to customers around the clock.
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.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
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