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Top 5 Customer Service & CX Articles for the Week of March 20, 2023

ShepHyken

Wait times to speak to an operator are long — one industry analyst estimated the average wait tripled from 2020 to 2022 and says he believes they still are a third worse than before the pandemic. It says reducing agent burnout is one of the top priorities for customer contact leaders.

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

ROI CX Solutions

While this season is an exciting time to enjoy with loved ones, contact centers can quickly become overwhelmed this time of year by an influx of calls, stressed-out customers, and increased demands. Some AI tools even allow agents to analyze the tone used in customer interactions to determine at-risk customers and respond accordingly.

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How to Develop a Customer Service Strategy for Your Contact Center

Fonolo

Having both short-term and long-term goals can help agents sharpen their customer service skills while tracking your overall progress over time. Improving inbound call wait times. Monitoring customer interactions to ensure each agent knows the basics. How Your Call Center Can Overcome Agent Burnout.

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How to Measure, Evaluate, and Improve Call Center Agent Performance

Calabrio

First Response Time (FRT) : FRT tracks the time it takes for an agent to provide an initial response to a customer inquiry. This is critical for setting the tone of the interaction and minimizing customer wait times.

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IVR vs Live Agent: What is the Best Solution for Your Business?

NobelBiz

If call volumes surge, businesses must hire more agents, which takes time. Workforce management must be optimized to prevent agent burnout while maintaining coverage. High Success Rate for Resolution Live agents have higher first-call resolution rates than IVR systems.

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The Rising Risk of Call Center Agent Burnout in the Age of COVID-19

Skybridge

Focus on both hard skills and the softer skills and for every new level of mastery achieved, be sure to praise each agent, both individually, and in front of their peers. Wait times and handling times can drive otherwise happy, calm people to get frazzled. Pour on the Gratitude. Let’s face it, things can get hectic.

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Expert’s Insight On Designing Competitive Customer Experiences in Insurance Industry

Hodusoft

High Call Volume: Long wait times & high turnover rates in contact centers lead to increased abandonment rates and missed opportunities for upselling and cross-selling. Agent Burnout & Attrition: Another major concern of insurance contact centers is increased agent burnout and attrition rate.