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. The Top Contact Center Trends to Watch in 2019. Investing in Agents.

Agent burnout 80

Agent burnout Call Center Gamification Contact Center 80

Noble Systems

SEPTEMBER 3, 2019

So, let’s dive into the top five causes of agent burnout and look into what you can do to combat them. Overworking agents. Proper training can also enhance bonding and collaboration which makes agents feel like they are vital to the team, and can increase the likelihood that they will stay with your company longer.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

Playvox

APRIL 27, 2023

Contact center trends can directly impact success. For the greatest impact and a clear competitive edge, contact center leaders must choose wisely when making business decisions about the trends to prioritize and implement in their organizations — because all change, even positive change, costs time and resources.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

Fonolo

FEBRUARY 19, 2019

AI is Not Reducing Call Center Agent Employment. One of the biggest trends in customer service is the use of text-based channels for communicating with agents. The migration of call centers from on-premise equipment to cloud services has been one of the mega-trends of the past decade. Customer Experience Trends.

Call Center 62

Call Center Contact Center Agent burnout Gamification 62

Talkdesk

JULY 16, 2019

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Hodusoft

AUGUST 9, 2023

This empowers managers to identify trends and potential issues promptly, facilitating proactive decision-making. Multi-tenant contact center software often includes Quality Assurance (QA) tools that enable proactive monitoring of agent interactions with customers.

Contact center software 52

Contact center software Contact Center Customer Service Agent burnout 52

Balto

JANUARY 18, 2025

Managing shifts to prevent agent burnout. Call Center Agents The Frontline Warriors Call center agents are the frontline warriors of any call center operation. Call centers, a critical touchpoint for many organizations, must adapt to changing customer expectations, technological advancements, and industry trends.

Best practices 52

Best practices Call Center Metrics Management 52