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. Think of Agents as Customers.

Agent burnout 54

Agent burnout Self service Call Center Morale 54

Noble Systems

SEPTEMBER 3, 2019

In addition, you may be risking your reputation and impeding the quality of customer service, which can lead to plummeting customer satisfaction. So, let’s dive into the top five causes of agent burnout and look into what you can do to combat them. Overworking agents. Contact center technology can alleviate agent burnout.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

Calabrio

MARCH 25, 2025

Balance Your Contact Centers Workloads Adopting a proactive, rather than reactive, workforce management approach is crucial to overall agent performance.Get ahead of issues, avoid agent burnout, and meet customer demand efficiently with the help of sophisticated forecasting and scheduling tools.

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? Good for the agent, good for the customer.

Agent burnout 59

Agent burnout Customer Support Self service First call resolution 59

Playvox

OCTOBER 19, 2021

Solutions include reducing agent-assisted volume, maximizing the capacity you already have, and automating processes in order to relieve agent burdens. What happens when you don’t have enough contact center agents? When you have an agent shortage, it causes significant CX, operational, morale, and cost issues.

Contact Center 73

Contact Center Management Agent burnout Interactive Voice Response 73

Balto

JANUARY 21, 2025

Managing this metric is key to balancing agent utilization rates and optimizing contact center performance. Formula: Pro Tip: Break call volume into categoriescalls managed by agents and self-service options (like interactive voice response systems). Pro Tip: Your tenured agents are an untapped resource of expertise.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Balto

JANUARY 2, 2025

Managing this metric is key to balancing agent utilization rates and optimizing contact center performance. Formula: (Total number of incoming + outgoing calls) in a given period Pro Tip: Break call volume into categoriescalls managed by agents and self-service options (like interactive voice response systems).

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52