SharpenCX

JULY 14, 2020

And training call center agents to see and squash abusive is vital to their well-being (and yours). According to a 2016 study, 74% of call center agents were at risk for burnout. And, 30% of those agents are desperately hanging on to workplace sanity by a measly thread. Turnover is expensive and takes a toll on morale.

Agent Empowerment 128

Agent Empowerment Call Center Contact Center Morale 128

Fonolo

MAY 30, 2023

The Golden Rules of SLAs Real-time adherence Studies show that contact centers with WFM tools have a 7.5% Real-time monitoring lets supervisors follow agent activity, track schedule adherence and make adjustments on the spot if needed. Employees who use it report having a better work-life balance and improved morale.

contact center workforce 106

contact center workforce Best practices Contact Center Management 106

SharpenCX

DECEMBER 30, 2019

Because it determines your agents’ empowerment, productivity, and happiness at work. Internally, it breaks down team morale. Unproductive, undervalued agents can’t make customers happy. Ready to improve your customer (and agent) retention rates? And, they want a seamless experience no matter how they reach out.

Agent Empowerment 94

Agent Empowerment Contact Center Contact center software Morale 94

Balto

DECEMBER 16, 2022

Agent Empowerment. Agent empowerment is one of the top trends in the contact center space for 2023. Empowering your agents means equipping your teams with the tools, trust, information, and freedom they need to make decisions when customers need it the most. One cheat code towards empowered agents?

Contact Center 52

Contact Center Agent Empowerment Self service Scripts 52

SharpenCX

APRIL 29, 2020

A study out of the American Psychological Association found that burned-out employees are 2.6x Keep burnout in mind as your forecast and plan your agents’ schedules. We harbored some customer goodwill and boosted agent morale and inclusion in the process. Remember – agents are an integral part of your company, too.

Coaching 76

Coaching Management Contact Center Morale 76

Balto

JANUARY 3, 2025

Live call center monitoring tools for agents & managers The Evolution of Call Center Monitoring In the ever-demanding world of call center operations, the stakes have never been higher. Highlight successful behaviors as often as areas for improvement to maintain morale.

Best practices 52

Best practices Call Center First call resolution Coaching 52

NobelBiz

MARCH 5, 2024

By leveraging Nobelbiz’s innovative reporting solutions, companies can not only track key performance indicators (KPIs) such as call resolution times, customer satisfaction scores, and agent productivity levels but also identify trends, forecast demands, and pinpoint areas for improvement.

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59