CCNG

MAY 11, 2022

If you interact with call center agents in the U.S., then you know firsthand the diverse makeup of the agent population - from millennials to individuals near retirement age and career call center professionals to persons seeking short-term employment. Remember that old phrase — agents quit their leaders, not the company.

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 195

Playvox

JULY 31, 2023

When thinking about workforce management (WFM), often people think of forecasting and scheduling. However, some of the quickest ROI can come from the employee self-service (ESS) aspects of a WFM solution. Ensuring that employees can be a part of managing their schedule has big benefits.

Self service 85

Self service Management Coaching Contact Center 85

SharpenCX

APRIL 29, 2020

Workforce management in your contact center is all about finding balance. You balance the needs of your customers with the workload of your agents (and their development). And, you shouldn’t have to worry that running a lean contact center puts agents at risk for burnout and disengagement. Because modern WFM is shifting.

Coaching 76

Coaching Management Contact Center Morale 76

Playvox

DECEMBER 13, 2022

During my career in workforce management, call avoidance was always an issue — regardless of the location of the business, the nature of the business, or the location of the agent. Call avoidance , now known as interaction avoidance, denotes the steps an agent takes to avoid handling a customer interaction.

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84

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. On some days this number rose as high as 91%.

Chatbots 103

Chatbots Customer Service Self service Agent burnout 103

Playvox

APRIL 6, 2023

Maximizing workforce management efficiency through real-time data is an often-overlooked advantage for contact centers. There are several roles within the workforce management space, and each one is important in its own way. Related Article: 5 WFM Scheduling Tips To Make The Most Of Your Agents (and Improve Efficiency!)

Management 54

Management Contact Center Best practices Agent burnout 54

Talkdesk

JULY 16, 2019

What is Performance Management? 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. That’s where leveraging contact center performance management software can help.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Playvox

JANUARY 11, 2024

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). What is Workforce Management for Call Centers?

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Quiq

OCTOBER 16, 2020

These include: Service level: This metric is defined as the percentage of messages and calls that are answered by a live agent within the organization’s target time frame. A high service level serves as an indication that contact center agents are performing efficiently.

Contact Center 52

Contact Center Agent burnout Metrics Service level 52

Fonolo

AUGUST 15, 2023

The Executive Guide to Improving 6 Call Center Metrics Occupancy rate is rarely calculated on an individual level; typically it will be used to determine which times of day, week or year you will need to schedule more agents to handle call volume. Lowering your target service level means fewer agents are needed, which raises occupancy.

Call Center 67

Call Center Schedule adherence Contact Center Agent burnout 67

Fonolo

NOVEMBER 3, 2015

Why 80/20 is the Wrong Service Level for Your Call Center. ‘Occupancy Rate’ is the percentage of time that agents spend handling customer inquiries vs. waiting for calls (idle time). It’s rarely calculated on an individual level; typically it will be looked to determine which times of day, week, year etc.

Call Center 52

Call Center Average Handle Time Schedule adherence Agent burnout 52

Balto

JANUARY 21, 2025

Improve workforce management with real-time support tools to ensure efficient task handling. Streamlining after-call work boosts center performance metrics and allows agents to focus on incoming calls without unnecessary delays. Managing this metric is key to balancing agent utilization rates and optimizing contact center performance.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Balto

JANUARY 2, 2025

Improve workforce management with real-time support tools to ensure efficient task handling. Streamlining after-call work boosts center performance metrics and allows agents to focus on incoming calls without unnecessary delays. Managing this metric is key to balancing agent utilization rates and optimizing contact center performance.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Fonolo

FEBRUARY 19, 2019

Some highlights: Contact Centers Focusing Less on 80/20 Service Level. Customer Service Lexicon. The migration of call centers from on-premise equipment to cloud services has been one of the mega-trends of the past decade. The Anatomy of a Successful Contact Center Manager [Infographic]. Migration to Cloud.

Call Center 62

Call Center Contact Center Agent burnout Gamification 62

SharpenCX

FEBRUARY 11, 2020

Of course, some idle time is necessary to prevent agent burnout. When we talk about idle time, we’re not talking about bathroom breaks, minutes of rest and mindfulness, or your agent’s lunch hour. All those things are necessary to build a positive environment in your contact center (and help agents maintain sanity).

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

Babelforce

JULY 29, 2021

4 Service level. Service level is the percentage of calls agents answer within a predefined time limit. A standard version of service level is 80% of calls answered within 20 seconds. When calculating service level, you must decide whether or not to include abandoned calls. #5

Call Center 52

Call Center Abandon rate Contact Center Agent burnout 52

JustCall

APRIL 3, 2024

So, how do you manage call surges during unanticipated high-traffic periods? 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! This includes lead management, call logging, and generating summaries. High call volume: What is it?

Sales 52

Sales Interactive Voice Response Abandon rate Agent burnout 52

Playvox

MAY 25, 2023

Workforce management (WFM) is a process that maximizes performance levels and competency for an organization. WFM involves effectively forecasting labor requirements and creating and managing staff schedules to accomplish a particular task on a day-to-day and hour-to-hour basis.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55

Global Response

AUGUST 7, 2023

Culture is one of the most nebulous aspects of any company or team—but creating a positive one can make or break your employee experience, your customer service, and your bottom line. If creating a successful call center is proving challenging, our team has 40+ years of experience managing call centers and creating successful cultures.

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

NobelBiz

JUNE 4, 2024

Whether you’re a seasoned professional or new to the industry, this article will provide valuable insights to enhance your customer service strategies. What is a Customer Service Call Center? This scalability ensures that businesses can maintain high service levels during peak periods without overstaffing during slower times.

Call Center 52

Call Center Interactive Voice Response Customer Service contact center solutions 52

Balto

DECEMBER 14, 2022

An agent may resolve 5 customer queries in one hour without creating the same revenue impact as another agent that resolved 2 queries in the same time frame. Instead, call center managers need to look at multiple metrics and consider various factors to get a sense of how productive their employees are.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

Noble Systems

OCTOBER 21, 2020

Your customers don’t have to repeat themselves and your agents can quickly access their data – not only from this call, but from previous ones as well – for faster service and a better experience. Does it support advanced workflows, such as self-service and skills-based routing? Aid agents during their calls.

First call resolution 57

First call resolution Call Center Interactive Voice Response call center software 57

Balto

MARCH 29, 2023

And with customers having higher service level expectations than ever, deploying AI solutions into your existing contact center systems is vital for business success. Leveraging Artificial Intelligence (AI) in your contact center can help you solve even the most challenging customer experience problems.

Contact Center 52

Contact Center Interactive Voice Response Coaching Virtual Agent 52

Balto

JANUARY 14, 2025

Call center management operations enhances operational efficiency and performance through data analysis, leveraging customer insights to identify new revenue opportunities. In this dynamic ecosystem, call center agents play a pivotal role in managing customer interactions while leveraging analytics to drive performance.

Call Center 52

Call Center Analytics Average Handle Time Big data 52

JustCall

MARCH 7, 2023

A contact center is a facility in a business that enables it to manage all its customer interactions happening over multiple channels. Telephonic conversations can be integrated into contact centers; however, these departments are majorly responsible for managing digital communications. How Does a Contact Center Work?

Contact Center 52

Contact Center Multichannel Contact center software contact center solutions 52

Calabrio

MARCH 17, 2025

Workforce Management Why overstaffing and understaffing hurt your bottom line (and how WFM can fix it) Share Are you struggling to find the perfect balance between operational efficiency and exceptional service? Missed sales opportunities Sales conversions drop when agents are unavailable. Youre not alone.

Agent burnout 52

Agent burnout contact center workforce Abandon Call Contact Center 52

Calabrio

MARCH 7, 2025

Workforce Management Contact Center Forecasting Guide: Methods, Tips, and Tools for 2025 Share If operational efficiency and peak performance are your top goals, then implementing a sound contact center forecasting process might be the single most important thing your organization can do. Why is accurate call center forecasting so important?

Contact Center 52

Contact Center industry standards Call Center Average Handle Time 52