Calabrio

MARCH 7, 2025

Workforce Engagement How to Combat Call Center Agent Attrition Share You know the signs: increased average handle time (AHT), increased irritation, productivity decline. Even in a remote/hybrid workforce, contact center leaders (if theyre paying attention) can see when their employees are slipping.

Call Center 52

Call Center Benchmark Gamification Contact Center 52

TechSee

FEBRUARY 12, 2019

By drawing on the aggregated knowledge and experience of the contact center workforce, effectively crowdsourcing their expertise, technology providers are creating the next generation of self service platforms. Information from each customer contact is collected, labeled by the agent, and stored for future use.

Self service 111

Self service Contact Center contact center workforce Banking 111

Monet Software

JUNE 29, 2021

The right approach to call center quality management builds agents’ skills and enhances workforce engagement. Quality assurance (QA) sessions are a primary vehicle for skills-building in any contact center. This means a proper QA process must reach beyond call center analytics and reporting.

Contact Center 62

Contact Center Feedback contact center workforce Construction 62

Balto

APRIL 20, 2023

The least pressured industries were Home Improvement, Construction, and Retail. Many, in fact, see call centers as the new sandbox for AI-powered customer experience — with an array of new and emerging tools that can boost retention, loyalty, and, ultimately, revenue and profit. Is the Contact Center a Good Career?

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52