Jennifer kicks off our Top Five Posts in July by sharing how AI can be used to prevent agent attrition by identifying agent burnout…before it’s too late.
Next, Nima looks into some of the issues in our centers today and how to address them for the most successful outcomes. Then, Kathleen guides us on how to create a “Now Hear This Report” to make our voices heard and get our center’s needs addressed.
Kathryn does a deep dive into how best to improve time utilization in our centers.
Rounding out the list for July, Brendan discusses the best strategies for bridging the language barrier with our customers. Happy Reading!
How To Combat Agent Burnout and Attrition
The contact center agent’s job is uniquely demanding. Agents juggle rigid schedules, repetitive tasks, and interactions with frustrated or anxious customers. This makes the job stressful, leading to burnout and chronic attrition that disrupts operations, increases costs, and which damages the customer experience (CX).
Mastering Outbound Contact Center Management
Contact centers face a range of issues today. And with customer demands evolving as fast as new technologies, it’s safe to say there is no “silver bullet” for managers that will solve every problem or keep their business ahead of fast-moving changes. The critical function of outbound dialing will always be reaching people. For success, this feat does require an integrated approach combining strategy, management, and technology.
Now Hear This!
“Now Hear This” (NHT) traditionally signals an important announcement that commands attention. This especially relates to the U.S. military where it is a nautical staple. But, as with many idioms, NHT has evolved beyond its original context—music appearances, a PBS classical series, and even a quirky 1963 cartoon film. Now I propose its next great role: NHT as a spectacular framework for illustrating Contact Center needs.
The Hidden Power of Time
Managing a call center is no easy feat. Budgets shrink, performance metrics grow, and every second on the clock matters. If your team doesn’t have a handle on time utilization, which refers to how agents use their time during a shift, you might be leaving money – and customer satisfaction – on the table.
Speaking The Customers’ Language(s)
To successfully engage with customers – and deliver to them loyalty and delight-and-revenue-driving excellent customer experiences (CXs) – you need to speak their language. Both figuratively – as in avoiding jargon, using their terms, and above all listening to what they are saying – but also literally.
