Increase
customer satisfaction by offering personalized call treatment.-
7 steps supervisors must take to manage agents working in a hybrid environment
by Anastasia Micic | Apr 28, 2023, 05:17 PM
Since the pandemic many organizations have opted to implement a hybrid work environment where employees have the flexibility to choose when they work in the office. Here are some tips to ensure your contact center is operating efficiently and that your agents feel supported!
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How to Reduce Agent Churn in the Era of Remote Workers
by User Not Found | May 25, 2021, 09:27 AM
It takes a certain kind of person to be able to thrive in a customer service position. Contact center agents need to have excellent communication skills, thick skin, a calm demeanor, and strong organizational skills to succeed. Even though an agent may have the personality and all the right skills to succeed, they may still experience low morale or burnout due to unattainable goals, an unreasonable workload, poor management, and upset customers, leading to turnover. There is a high cost associated with agent turnover, including time to interview, training, salaries, and more. Not to mention the negative effect on the customer experience due to inexperienced agents, which can add significant costs down the road.
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How ComputerTalk is Supporting Remote Workers in the Contact Center during COVID-19
by User Not Found | Apr 9, 2020, 02:47 PM
With physical stores closing and many offices encouraging their staff to work remotely, it is crucial to guarantee your contact center stays up and running to handle your customers’ inquiries.
