CSM Magazine

AUGUST 8, 2023

Empower : give agents greater control over when and where they work along with greater authority to influence customer outcomes. Give them permission to step outside of rigid rules, processes and scripts that dehumanise their participation. And remember, not everyone wants a trophy on their desk. There are other ways to reward staff.

Employee engagement 52

Employee engagement Agent burnout Gamification Analytics 52

Balto

JANUARY 18, 2025

Ensuring compliance with scripts and regulatory guidelines. Workforce Managers The Unsung Heroes Scheduling might not seem glamorous, but a well-managed schedule is the difference between overworked agents and a balanced, efficient team. Managing shifts to prevent agent burnout. Flip the script.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

Ensuring compliance with scripts and regulatory guidelines. Workforce Managers The Unsung Heroes Scheduling might not seem glamorous, but a well-managed schedule is the difference between overworked agents and a balanced, efficient team. Managing shifts to prevent agent burnout. Flip the script.

Best practices 52

Best practices Call Center Metrics Management 52

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

Balto

JANUARY 14, 2025

Employee Engagement Analytics isnt just for customers; it benefits employee satisfaction too: Clear Feedback Loops : Metrics like average handle time (AHT) provide agents with clear performance benchmarks. Gamification : Tools turn performance goals into rewards, boosting morale. Absolutely.

Call Center 52

Call Center Analytics Average Handle Time Big data 52