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. Some AI tools even allow agents to analyze the tone used in customer interactions to determine at-risk customers and respond accordingly.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time outsourcing 52

Calabrio

MARCH 25, 2025

First Response Time (FRT) : FRT tracks the time it takes for an agent to provide an initial response to a customer inquiry. This is critical for setting the tone of the interaction and minimizing customer wait times. This empowers them to quickly find accurate information, reducing AHT and improving FCR.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

Outsource Consultants

JUNE 15, 2022

For the time being, these higher call volumes should not be treated as an anomaly and your call center should be staffed accordingly. If you are experiencing long wait times and agent burnout, it’s time to add support. 2) Be proactive. 3) Maximize your technology capabilities.

Automotive 128

Automotive Transportation Contact Center Agent burnout 128

Fonolo

JANUARY 31, 2022

Training shouldn’t just be a one-and-done endeavor—ongoing training opportunities for established agents are equally as important as onboarding for newbies. Book bi-weekly or monthly check-ins with all your agents and keep them striving to meet goals they set individually and as a team. Create an omni-channel experience for customers.

Call Center 87

Call Center Average Handle Time Agent burnout Contact Center 87

Comm100

OCTOBER 10, 2022

The majority of customer service queries are repetitive and simple in nature, like ‘how do I reset my password’, ‘where is my delivery’, or ‘what time is your store open’. While these queries can easily lead to agent burnout, they also use up valuable agent time. Rackspace Technology is a great example of this.

Chatbots 103

Chatbots Customer Service Self service Agent burnout 103

CSM Magazine

OCTOBER 4, 2022

These solutions boost agent effectiveness and engagement, while improving customer satisfaction and lowering costs, by using Qualtrics’ industry-leading natural language understanding and machine learning capabilities to identify sentiment, reasons for calls, common issue resolutions, compliance risks, and more.

contact center solutions 52

contact center solutions Contact Center Agent burnout Agent Empowerment 52

JustCall

APRIL 3, 2024

This blog unlocks the secrets of using IVR automation with JustCall to handle high call volume with ease and free up your agents for what matters most! Introduce call queuing systems to help manage incoming calls by organizing them in a virtual queue based on priority or order of arrival.

Sales 52

Sales Interactive Voice Response Abandon rate Agent burnout 52