Outsource Consultants

JUNE 15, 2022

Where company websites were often seen as a secondary option before the pandemic, they have become a primary point of sale. This perception has led to an increased volume of queries handled by contact center agents throughout the sales process. If you are experiencing long wait times and agent burnout, it’s time to add support.

Automotive 128

Automotive Transportation Contact Center Agent burnout 128

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

JustCall

APRIL 15, 2024

As a sales or customer support manager, you’ve likely noticed some agents seem disengaged, burned out, or stressed. Call center agent burnout is a real problem, and the job demands can take a toll on even the most resilient employees. Burnout disturbs the agent’s focus and motivation.

Call Center 52

Call Center Agent burnout Scripts Metrics 52

Hodusoft

JULY 2, 2024

Addressing this topic, the experts discussed how an omnichannel contact center can help improve customer service, enhance collaboration, increase operational efficiency, provide real-time analytics & insights for effective sales and marketing, and gain competitive advantage.

Agent burnout 52

Agent burnout Customer Experience Abandon rate Average Handle Time 52

JustCall

APRIL 3, 2024

But, it also leads to chaotic calls and handling long call queues for customer support and sales teams. When a call surge hits, your sales and customer service teams bear the brunt. 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!

Sales 52

Sales Interactive Voice Response Abandon rate Agent burnout 52

CSM Magazine

JANUARY 25, 2023

Magnus Geverts shares his top tips for beating agent burnout—and the competition—in 2023. Great news for businesses that rely on the festive season to tide them over during the leaner months but extremely stressful for agents in contact centres. About the Author Magnus Geverts is VP Product Marketing at Calabrio.

Agent burnout 52

Agent burnout Analytics Gamification Coaching 52

Comm100

FEBRUARY 21, 2023

Introducing an AI chatbot can help to improve agent workloads by handling the repetitive questions that often lead to agent burnout. With these low value responses taken care of by a bot, agents can instead focus on more fulfilling and interesting queries.

Customer Service 94

Customer Service Chatbots Agent burnout Wait times 94

Comm100

OCTOBER 10, 2022

While these queries can easily lead to agent burnout, they also use up valuable agent time. Chatbots can be used to handle almost all of these common inquiries so agents have more time to focus on more complex questions and tasks. These common queries are an excellent opportunity to introduce chatbots.

Chatbots 104

Chatbots Customer Service Self service Agent burnout 104

Nicereply

SEPTEMBER 6, 2022

CX teams are often taken for granted and not given the attention of teams like Product or Sales. 5 Tips for CX Leaders to Combat Customer Service Agent Burnout (Kustomer). Why it matters: Keeping your customer support team engaged and happy is the key to preventing turnover, which is costly for any business.

Customer Service 97

Customer Service Complaint resolution Agent burnout Customer Support 97

SharpenCX

MAY 6, 2020

When agents feel supported in their roles, and when they know their value, it takes less emotional labor to do their jobs. Investing in agent training, coaching and development paths for your team – core functions of your job – slims down agent burnout. And, when you limit burnout, you cut agent attrition.

Contact Center 76

Contact Center Call Center Coaching Agent burnout 76

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. So, the financial impact goes beyond just keeping your current customers.

Agent burnout 52

Agent burnout Upselling Coaching Contact center software 52

Fonolo

JUNE 14, 2018

Overhauling company infrastructure to provide a more ‘personal’, intimate customer experience: Companies who have seen success in both online and in-store sales continue to reach the customer at every turn, via pop-up shops, alerts, and other innovative means. Don’t miss the last 3 trends! Download the full report below.

Chatbots 90

Chatbots Brand ambassadors Agent burnout Complaint resolution 90

SharpenCX

JULY 2, 2020

Because it fuels agent burnout and customer frustrations rather than streamlining CX and reducing customer effort. When customer service handles phone calls, sales holds down web chat , and marketing answers your Tweets, the experience you deliver can quickly feel disjointed.

Contact Center 76

Contact Center Customer Experience Agent burnout CRM 76

Quiq

OCTOBER 16, 2020

Share This Story The customer service a company provides has a direct impact on that company’s sales numbers. A positive experience with a contact center agent can serve as the nudge customers need to make a purchase, while a frustrating conversation can deter existing customers and put off new customers entirely.

Contact Center 52

Contact Center Agent burnout Metrics Service level 52

JustCall

MAY 23, 2023

This insightful session will shed light on the distinctions between conversational AI and AI-powered conversational intelligence, as well as uncover the transformative impact these technologies will play in empowering the sales, support, and customer service teams of tomorrow.

Customer Experience 52

Customer Experience Agent burnout SaaS Contact Center 52

JustCall

OCTOBER 16, 2023

Missed Calls and Opportunities Every call a business receives holds potential, whether it’s for sales, feedback, or problem resolution. Agent Burnout Constantly juggling numerous calls without technological support is a sure recipe for overwhelming customer service agents.

Interactive Voice Response 52

Interactive Voice Response Management Agent burnout Wait times 52

JustCall

OCTOBER 16, 2023

Missed Calls and Opportunities Every call a business receives holds potential, whether it’s for sales, feedback, or problem resolution. Agent Burnout Constantly juggling numerous calls without technological support is a sure recipe for overwhelming customer service agents.

Interactive Voice Response 52

Interactive Voice Response Management Agent burnout Wait times 52

Balto

NOVEMBER 2, 2023

Reps can even utilize AI to pull relevant insights and customer insights before the interaction to offer a more personalized support or sales experience. These inefficiencies can be a result of low agent morale, high turnover rates, agent burnout, and a lack of self-service channels.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

Balto

JANUARY 21, 2025

Streamlining after-call work or improving agent training can reduce AHT and boost satisfaction. Rising call volumes can lead to agent burnout, increasing turnover rates and lowering center performance. For instance: High average handle time (AHT) often correlates with low customer satisfaction scores (CSAT).

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Balto

JANUARY 2, 2025

Streamlining after-call work or improving agent training can reduce AHT and boost satisfaction. Rising call volumes can lead to agent burnout, increasing turnover rates and lowering center performance. For instance: High average handle time (AHT) often correlates with low customer satisfaction scores (CSAT).

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Global Response

AUGUST 7, 2023

Save money and increase sales with a brand-obsessed, people-first team that delivers a high-touch, superior customer experience, every time. This is another strong indicator of job satisfaction and retention as well—according to a worker poll , employees are twice as likely to quit their jobs when they feel unrecognized for their work.

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

NobelBiz

MARCH 6, 2023

This type of campaign generates leads or closes sales with potential customers. Am I trying to generate leads, close sales, or conduct surveys? How many leads, sales, or completed surveys do I want to achieve? Are there any trends or patterns in my sales data or market research that can help me identify my target audience?

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52

Balto

MARCH 29, 2023

For example, if an e-commerce store experiences extended downtime, and they decide to reach out to their hosting provider for support on a weekend when the company usually expects the highest sales volume, the AI judges the call to be urgent even before it’s answered. Make Your Customers Happier by Using the Balto.ai

Contact Center 52

Contact Center Interactive Voice Response Coaching Virtual Agent 52

Playvox

SEPTEMBER 16, 2022

A good way to come up with your initial tag set is to have a brainstorming session with members of your support, product, marketing, and sales teams. Related Article: How Contact Center Agent Burnout Decreases Productivity (And What You Can Do About It). Step 1: Generate Tags. Take The Headaches Out of Tagging.

Finance 52

Finance Agent burnout Education Benchmark 52

Balto

JANUARY 14, 2025

By analyzing customer behavior, businesses can improve sales, enhance customer retention, and provide more personalized customer service , leveraging historical data to anticipate future trends. These insights help agents adjust their tone or escalate the interaction to a supervisor if necessary.

Call Center 52

Call Center Analytics Average Handle Time Big data 52

aircall

DECEMBER 28, 2020

Support agent burnout. Missed sales. The right cloud phone system and software integrations for your business will help you be agile and responsive. . s a shortlist of some of the common pitfalls of failing to scale distributed teams quickly: Poor customer service. Abandoned calls. Increased turnover. Customer complaints.

Call Center 62

Call Center Analytics Agent burnout Metrics 62

Balto

JANUARY 18, 2025

Managing shifts to prevent agent burnout. Call Center Agents The Frontline Warriors Call center agents are the frontline warriors of any call center operation. Without the right KPIs, even the best contact centers can fall victim to inefficiency, agent burnout, and declining satisfaction rates.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

Managing shifts to prevent agent burnout. Call Center Agents The Frontline Warriors Call center agents are the frontline warriors of any call center operation. Without the right KPIs, even the best contact centers can fall victim to inefficiency, agent burnout, and declining satisfaction rates.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

DECEMBER 14, 2022

Ideally, you need your occupancy rate to be under 90% to compensate for random demand fluctuations and avoid agent burnout. This could pressure your agents into rushing their calls with the customers, negatively affecting the overall customer satisfaction levels. The agent’s pacing and tone of voice are also vital here.

Call Center 52

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

NobelBiz

JUNE 4, 2024

A customer service call center is a dedicated facility or a decentralized network of agents tasked with managing customer interactions through various communication channels such as phone, email, chat, and social media.

Call Center 52

Call Center Interactive Voice Response Customer Service contact center solutions 52

JustCall

MARCH 7, 2023

Reduction in Agent Burnout In the end, all the work at a contact center is repetitive. After some time, your agents would become fed up with the routine and begin to quit. Well-designed contact center operations give your agents breaks, tools for engagement and enhancing productivity, and gamified experiences to reduce burnout.

Contact Center 52

Contact Center Multichannel Contact center software contact center solutions 52

Balto

FEBRUARY 6, 2023

It’s constant practice and instant feedback as you work on your social skills.” – Lior Torenberg, Head of the Conversation Excellence Lab Let’s also bust the myths around introverts and sales. Does productivity increase when agents receive higher sales commissions or other performance bonuses? Does attrition decrease?

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Robert Davis

APRIL 5, 2018

As many businesses discovered, telemarketing proved to be an efficient model for driving sales. In 2003, the FTC established the National Do Not Call (DNC) Registry to give consumers a choice about whether they wanted to receive unsolicited sales calls from telemarketers. Likewise, the number of telemarketing operations in the U.S.,

Telemarketing 48

Telemarketing Outbound sales outsourcing Quality calibration 48

Robert C. Davis and Associates

APRIL 5, 2018

As many businesses discovered, telemarketing proved to be an efficient model for driving sales. In 2003, the FTC established the National Do Not Call (DNC) Registry to give consumers a choice about whether they wanted to receive unsolicited sales calls from telemarketers. Likewise, the number of telemarketing operations in the U.S.,

Telemarketing 40

Telemarketing Outbound sales outsourcing Quality calibration 40

Calabrio

MARCH 17, 2025

In this blog post, well explore how contact center overstaffing and understaffing affect your business and how AI-driven WFM can help you strike the right balance to optimize costs, improve customer service, and drive better sales outcomes. Lower agent productivity Agents experience idle time, leading to disengagement.

Agent burnout 52

Agent burnout contact center workforce Abandon Call Contact Center 52

Calabrio

MARCH 7, 2025

Avoid agent burnout High workloads, stress, poor efficiency, and poor results can quickly add up to burned out agents on the frontline. With so many organizations facing issues with attritionrecently, 63% of agents expressed a high risk of burnoutimplementing a sound contact center forecasting strategy cant be overlooked.

Contact Center 52

Contact Center industry standards Call Center Average Handle Time 52