Mindtouch

FEBRUARY 6, 2018

Despite the proliferation of new support channels and technology, agent turnover remains the number one problem for contact centers. It’s not a problem to be ignored: agent burnout can diminish call center morale and negatively impact customer support KPIs like CSAT and NPS. People simply do not want to call support.

Agent burnout 54

Agent burnout Self service Call Center Morale 54

Calabrio

MARCH 25, 2025

Create and Develop a Knowledge Base Equip your agents with a comprehensive and easily accessible knowledge base. Regularly update the knowledge base with the latest product information, troubleshooting guides, and FAQs.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

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

Balto

JANUARY 21, 2025

Agent Turnover Rate High turnover rates disrupt your customer service teams and increase costs. Tracking this metric helps you address burnout, training gaps, and overall morale. Simplify processes to minimize how much effort agents need to perform routine tasks. Recognize wins and celebrate milestones.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Balto

JANUARY 2, 2025

Agent Turnover Rate High turnover rates disrupt your customer service teams and increase costs. Tracking this metric helps you address burnout, training gaps, and overall morale. Simplify processes to minimize how much effort agents need to perform routine tasks. Recognize wins and celebrate milestones.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Xaqt

FEBRUARY 26, 2020

There is a lot of misinformation on the internet, and providing employees easy access to verified and accurate information will have a positive impact on moral and reduce fear. We can also work with your local health and human services department to ensure community based updates are accessible.

Call Center 52

Call Center Interactive Voice Response Agent burnout Wait times 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. Immediate access to knowledge bases or FAQs.

Call Center 52

Call Center Analytics Average Handle Time Big data 52