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. In this article, well share strategies and tips on how you can prepare your contact center for the holiday season.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time outsourcing 52

Fonolo

SEPTEMBER 28, 2021

If they still aren’t able to resolve the problem in a way that satisfies the needs of your call center, it could indicate that the candidate won’t be a good fit. TIP: Develop an interview scorecard based on your company’s needs and use it to rate potential candidates after their interview. Focus on preventing employee burnout.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

Fonolo

AUGUST 3, 2021

This is the percentage of interactions where your agents are able to resolve a customer’s issue during the first call, chat, or email. A high first contact resolution (also known as first call resolution ) means your agents are knowledgeable and highly effective in their work.

Call Center 142

Call Center Abandon rate Contact Center Agent burnout 142

Fonolo

MAY 31, 2022

From CSat score to Average Handle Time to First Call Resolution Rate , there are plenty of new terminologies that come with working at a contact center. Available Time (AT) —The amount of time an agent could theoretically work. Total Shift Time —The full amount of time an agent was scheduled to work.

Agent burnout 81

Agent burnout Contact Center Average Handle Time Call Center 81

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? Good for the agent, good for the customer.

Agent burnout 59

Agent burnout Customer Support Self service First call resolution 59

Fonolo

NOVEMBER 30, 2021

Whether you’re introducing a new agent to your brand or retraining an established agent on some of the basics, ensuring you have a training strategy in place that focuses on customer service is a key factor in driving success. TIP: Have new hires shadow your best customer service agents so they can pick up some tricks of the trade.

Customer Service 87

Customer Service Agent burnout Contact Center First call resolution 87

Fonolo

MAY 31, 2022

From CSat score to Average Handle Time to First Call Resolution Rate , there are plenty of new terminologies that come with working at a contact center. Available Time (AT) —The amount of time an agent could theoretically work. Total Shift Time —The full amount of time an agent was scheduled to work.

Agent burnout 67

Agent burnout Contact Center Average Handle Time Call Center 67