CCNG

MARCH 12, 2025

After all, when agents spend more time searching for answers than solving problems, it can lead to burnout and reduced morale and ultimately higher absenteeism and attrition. Vicki Brackett is a contact center industry veteran, a long time CCNG member and regular contributor in member programs and events.

Customer Service 195

Customer Service CCNG First call resolution Morale 195

TeleDirect

APRIL 7, 2025

Why Call Center Training Is Essential Training equips call center agents with the skills and knowledge they need to perform their roles effectively. It improves service quality, boosts morale, reduces turnover, and ensures that agents can handle a wide range of customer interactions professionally.

Call Center 62

Call Center First call resolution Best practices Gamification 62

Fonolo

SEPTEMBER 28, 2021

They motivate employees through goal setting, help resolve conflicts, and play a large role in improving employee morale. Average time of work after calls – the amount of time agents spend working on related tasks after they’ve hung up with the customer. In every industry, managers are the backbone of their workplace.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

Callminer

OCTOBER 3, 2019

Look for participation in projects that serve the company’s overall goals and mission statement – taking part in social events and party planning doesn’t count as going beyond the call of duty. One of the most surefire ways to boost employee morale and motivation is by actually listening to what they have to say. This is Why.

Call Center 186

Call Center Morale Employee engagement Customer centricity 186

Balto

MARCH 17, 2025

Without robust analytics, call centers operate blindlyreacting to problems rather than preventing them. Descriptive Analytics Descriptive analytics examines historical call data to understand what has happened in customer interactions. This foundational approach organizes and interprets past events through dashboards and reports.

Call Center 52

Call Center Customer Experience Average Handle Time Analytics 52

Tethr

MAY 11, 2020

Although platforms like Tethr can evaluate the effectiveness and quality of customer interactions and provide guideposts for managers to better coach their reps, the right leadership pursuits can foster team morale. Here are some strategies managers can take advantage of to up the call center game. Gamification works. Not so much.

Call Center 67

Call Center Morale Gamification First call resolution 67

Calabrio

APRIL 11, 2025

A comprehensive needs assessment involves: Analyzing Performance Data: Dive into key metrics like Customer Satisfaction (CSAT) , First Call Resolution (FCR) , Average Handle Time (AHT) , and other factors of QA scorecards. Ask: Where are the gaps in performance? Are there common trends indicating specific skill deficiencies? .”

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52