Agent burnout, Self service and Tips - Customer Contact Central

7 Must-Know Tips to Prepare Your Contact Center for the Holidays

ROI CX Solutions

DECEMBER 16, 2024

Without proper planning, the increased business during the holidays can lead to longer wait times, higher agent burnout, and missed opportunities to deliver outstanding holiday-time customer service. In this article, well share strategies and tips on how you can prepare your contact center for the holiday season.

Contact Center

Contact Center Interactive Voice Response Average Handle Time outsourcing

Unhappy Customer Support Agents Mean Unhappy Customers

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

Agent burnout Customer Support Self service First call resolution

The Ultimate 5-step Detox Programme for Contact Centre Health

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. Here are our top tips: 1.

Agent burnout

Agent burnout Analytics Gamification Coaching

How to Control Call Avoidance and Interaction Avoidance

Playvox

DECEMBER 13, 2022

Related Article: 17 Most Effective KPIs To Evaluate Customer Service Performance. When a customer has an issue that can’t be solved by self-service, they, of course, employ the most convenient means to contact your business to have their issue addressed by an agent. The High Financial Cost of Interaction Avoidance.

Contact Center

Contact Center Agent burnout Quality management contact center solutions

Fight Call Center Burnout and Sky High Turnover Rates: Three Omnichannel Technology Trends to Adopt to Simplify Your Call Center Agent Experience

SharpenCX

AUGUST 4, 2020

Use your automation tools to gather agent information and data so you can provide better coaching. Download Now: Get Real About Coaching Your Agents with These Actionable Tips. Advance Your Self-Service Tools to Cut Out the Noise. These stats prove that self-service is important to your customers.

Call Center

Call Center Technology Self service Coaching

Top Call Center Agent Performance Metrics You Must Track

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). On paper, this call would wreck their agent performance metrics.

Metrics

Metrics Call Center Abandon rate Average Handle Time

Call Center Agent Performance Metrics: A Blueprint for Success

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

Metrics Call Center Abandon rate Average Handle Time

How to Handle High Call Volume: 10 Strategies for Success in Sales and Contact Centres

JustCall

APRIL 3, 2024

Let’s explore the top 10 tips high call volume call centers could use. Offer self-service options Customers often call with the same common questions over and over. You can free up agents by providing self-service options like interactive voice response (IVR) systems or online knowledge bases for your customers.

Sales

Sales Interactive Voice Response Abandon rate Agent burnout

The 10 Essential Call Center Metrics You Can’t Live Without

Babelforce

NOVEMBER 25, 2021

These types of automation don’t only speed up calls; they also help agents improve the service they offer. Check out our eBook on contact center automation for even more tips!). #2 CSat is a crucial CX metric that gauges how customers truly feel about your service. How to improve service level.

Metrics

Metrics Call Center Abandon rate Average Handle Time

Open Enrollment: 3 Ways the Member Care Experience Affects Conversion & Retention Rates

Sykes

DECEMBER 14, 2017

Ensure that prospective members won’t be met with long hold times and overwhelmed agents when they come to you for answers. Payers often turn to overtime as a strategy to increase agent availability, often leading to agent “burnout.” Embrace multiple service channels. Social networks. Communities (forums).

Agent burnout

Agent burnout Healthcare Wait times Self service

Open Enrollment: 3 Ways the Member Care Experience Affects Conversion & Retention Rates

Sykes

DECEMBER 14, 2017

Ensure that prospective members won’t be met with long hold times and overwhelmed agents when they come to you for answers. Payers often turn to overtime as a strategy to increase agent availability, often leading to agent “burnout.” Embrace multiple service channels. Social networks. Communities (forums).

Agent burnout

Agent burnout Healthcare Wait times Self service

21 Call Center KPIs for Complete Performance Visibility

Babelforce

JULY 29, 2021

Self-service , omnichannel support , and being proactive can reduce customer effort. . #18 Average idle time measures the time agents waiting for calls to come in. You should expect some amount of idle time, and trying to abolish it completely can lead to agent burnout. 21 Agent absenteeism rate.

Call Center

Call Center Abandon rate Contact Center Agent burnout

Advantages & Best Practices for Managing Callbacks in Contact Centers

NobelBiz

FEBRUARY 21, 2023

And the best practices and tips for managing callbacks Agents proposing the best product or service is no longer a sure bet for success. This can help reduce the administrative burden on agents and allow them to focus on handling customer requests. This can help reduce agent burnout and improve overall productivity.

Best practices

Best practices Contact Center Abandon rate Management

Is the Contact Center a Good Career? Tenured Agents Say Yes

Balto

FEBRUARY 6, 2023

When I worked in service roles, I had a script, and I knew what I had to do to have a successful social interaction with a customer. This helped me build confidence through a body of evidence — you use your script correctly as a waitress and you get a dopamine hit in the form of a tip. How to Battle Contact Center Agent Burnout.

Contact Center

Contact Center Coaching Surveys Scripts

Customer Contact Central

7 Must-Know Tips to Prepare Your Contact Center for the Holidays

Unhappy Customer Support Agents Mean Unhappy Customers

Trending Sources

Top 9 Customer Service Blogs to read in 2022

The Ultimate 5-step Detox Programme for Contact Centre Health

How to Control Call Avoidance and Interaction Avoidance

Fight Call Center Burnout and Sky High Turnover Rates: Three Omnichannel Technology Trends to Adopt to Simplify Your Call Center Agent Experience

Top Call Center Agent Performance Metrics You Must Track

Call Center Agent Performance Metrics: A Blueprint for Success

How to Handle High Call Volume: 10 Strategies for Success in Sales and Contact Centres

The 10 Essential Call Center Metrics You Can’t Live Without

Open Enrollment: 3 Ways the Member Care Experience Affects Conversion & Retention Rates

Open Enrollment: 3 Ways the Member Care Experience Affects Conversion & Retention Rates

21 Call Center KPIs for Complete Performance Visibility

Advantages & Best Practices for Managing Callbacks in Contact Centers

Is the Contact Center a Good Career? Tenured Agents Say Yes

Stay Connected