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Since the callcenter industry is known for high attrition rates, managers play a key role in retaining strong agents. This requires empathy, which can be helpful when providing constructive feedback and support. Coping with Labor Shortages in the Contact Center. Team management experience. Analytical skills.
The beauty of “efficiency” features like call-backs lies in their ability to create an environment that supports positivity and alacrity even before the call has begun. In turn, everything that happens within that environment is more constructive, as the parties start the call predisposed towards flexibility.
Share responsibility and construct a common goal. Reduction in agent turnover – By matching workload and the workforce, the callcenterexperiences less servicelevel volatility, leading to a more predictable work experience for the agents.
A longer hold time will impact your contact center’s servicelevel, probably your over NPS or CSat scores. Sometimes, there just aren’t enough agents available to handle all the calls coming in. Handpicked related content: 7 Things Great CallCenter Managers Do Every Day. More on that shortly.
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