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

Vistio

DECEMBER 12, 2023

High training costs, high attrition, agent burnout, and outdated systems get in the way of empowering agents to provide excellent customer service. So, how best to fix these issues to boost agent productivity and morale?

Agent burnout 52

Agent burnout Morale Customer Experience Customer Service 52

Playvox

APRIL 4, 2023

Replacing agents lost to attrition is costly — averaging more than $14,000 per agent. To keep turnover under control, you have to make sure your managers are trained to keep engagement up and morale high. Agents need to hear when their performance could use some help.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

SharpenCX

APRIL 29, 2020

To keep your team engaged and performing at their best, your agents need to be coached daily. Because productivity without engagement is another key contributor to agent burnout – the Rube Goldberg Machine of bad outcomes. As you forecast for customer needs and plan agent schedules, build in time for coaching each agent.

Coaching 76

Coaching Management Contact Center Morale 76

JustCall

OCTOBER 16, 2023

Such circumstances fray the efficiency and morale of your customer service teams and steer them towards burnout, sending customer satisfaction spiraling down. In this guide, we dive straight into the modern IVR automation technologies and strategies that help ensure structured and humane call handling. of inbound calls.

Interactive Voice Response 52

Interactive Voice Response Management Agent burnout Wait times 52

JustCall

OCTOBER 16, 2023

Such circumstances fray the efficiency and morale of your customer service teams and steer them towards burnout, sending customer satisfaction spiraling down. In this guide, we dive straight into the modern IVR automation technologies and strategies that help ensure structured and humane call handling. of inbound calls.

Interactive Voice Response 52

Interactive Voice Response Management Agent burnout Wait times 52

Global Response

AUGUST 7, 2023

Consider that happier employees with stronger morale will provide better customer service and tend to be friendlier on calls. As friendly customer service agents and effective problem-solving are key aspects of good customer service for today’s customers, ensuring your employee morale stays high is essential to delivering better experiences.

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

JustCall

NOVEMBER 22, 2023

Many growing businesses are struggling with this very hidden blocker that’s making it hard for their agents to work efficiently. It’s called the “agent tech stack mess”. The agent tech stack mess primarily breeds agent burnout. But if your agent tech stack is a mess, it can be tough to scale.

Agent burnout 52

Agent burnout Upselling Coaching Contact center software 52

Balto

JANUARY 18, 2025

As the call center manager, your job isnt just to hit numbers but to inspire your team, optimize processes, and create a workplace culture where agents can perform at their best. Driving innovation and adopting new technologies. Managing shifts to prevent agent burnout. Leveraging analytics to refine scheduling models.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

As the call center manager, your job isnt just to hit numbers but to inspire your team, optimize processes, and create a workplace culture where agents can perform at their best. Driving innovation and adopting new technologies. Managing shifts to prevent agent burnout. Leveraging analytics to refine scheduling models.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

NOVEMBER 2, 2023

Further, technology advancements have provided enterprises with more opportunities to improve customer experience by collecting and analyzing relevant customer and conversation data from various sources. These solutions aren’t meant to replace your agents but rather empower them to do their jobs as efficiently and effectively as possible.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

JustCall

MARCH 6, 2023

They reveal agent strengths and weaknesses, as well as customer satisfaction, and whether or not you have the right people and technology in place. They can show whether you need to upgrade technology solutions to meet changing customer expectations and call volumes. Extra agent training for new technology can do the same.

Call Center 52

Call Center Abandon rate Average Handle Time Metrics 52

JustCall

DECEMBER 1, 2022

Take Advantage Of New Technologies. When choosing a job, 93 % of work from home call center agents say updated technology is an important factor in their decision. 91% of remote employees said their interest in the job is impacted by technological sophistication. Prevent Agent Burnout. ” – WIRED.

Call Center 52

Call Center Management Agent burnout Scripts 52

Playvox

MAY 25, 2023

Simply put, digital transformation is the process of integrating technology into your organization to create or modify business processes to meet changing requirements and enhance customer experience. Digital transformation is more than just purchasing technology. But what does it really mean?

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55

Xaqt

FEBRUARY 26, 2020

The first is to establish a program for agents to work from home. The other is to evaluate which of your current calls, or anticipated calls, can be automated using Xaqt's conversational IVR technology.

Call Center 52

Call Center Interactive Voice Response Agent burnout Wait times 52

Playvox

JANUARY 11, 2024

These include staffing levels, employee experience, customer experience, agent workloads, team productivity, team morale, and the cost of labor. Effective scheduling not only ensures adequate coverage, but leverages agents’ skills and experience to maximize customer satisfaction and helps to avoid agent burnout.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Balto

JANUARY 14, 2025

But modern analytics goes beyond basic metricsit leverages technologies like call center data science, machine learning models, and big data to provide deeper insights. Gamification : Tools turn performance goals into rewards, boosting morale. What are the best practices for implementing call center analytics?

Call Center 52

Call Center Analytics Average Handle Time Big data 52

Fonolo

JULY 13, 2021

What causes call center burnout? Stress is notoriously prevalent in call center agents. Because of this, 75% of call center agents are at risk of burnout. Here are some of the most common causes for agent burnout: Unsustainably high workload. Invest in technology. Overly strict workplace policies.

Agent burnout 81

Agent burnout Call Center Morale Contact Center 81

Outsource Consultants

JANUARY 3, 2024

Our insights draw from current trends, emerging technologies, and the changing needs of businesses and customers. The call center industry was grappling with high turnover and absenteeism, prompting a shift towards prioritizing agent stability and morale.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

Hodusoft

APRIL 16, 2025

Round-Robin Routing This method distributes direct incoming calls evenly among available agents. It helps balance workloads and prevents agent burnout, particularly in high volume call centers. While simple, it supports efficient call routing and consistent agent performance.

Interactive Voice Response 52

Interactive Voice Response Management First call resolution Abandon Call 52