Fonolo
MARCH 8, 2022
Industry Report: State of the Contact Center 2022. Put simply, your call center workforce refers to your agents. What’s in Store for Call Center Workforce Management in 2022? Agents call in sick, customers are impatient, software breaks down — anything is possible. Agent burnout. Intraday management.
Outsource Consultants
JUNE 15, 2022
As of March 2022, the United States Food and Drug Administration was reporting shortages of 169 medications. As manufacturers try to catch up with these very specific demands, agents may begin to see an increase in calls or messages requesting information on restock dates or alternative options. The Impact on Contact Centers.
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Babelforce
SEPTEMBER 22, 2023
It contributes to the industry’s notoriously high agent attrition rates, which averaged around 38% in 2022. When questioned, 62% of call center agents identified burnout as one of their top workplace challenges. It’s estimated that the cost of replacing a single agent is anywhere between $5,000 to $7,500.
Outsource Consultants
JANUARY 3, 2024
Grading our 2023 BPO Industry Predictions Prediction: Agent Morale is 2023’s Top Priority In late 2022, we heard from new clients that a key concern for 2023 was partnering with BPO vendors adept at managing rising attrition rates.
Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic
The importance of efficiency when onboarding and training agents. Traditional methods of agent coaching versus manual coaching techniques. How proper coaching can reduce agent burnout. November 3rd, 2022 at 9:30 am PT, 12:30 pm ET, 5:30 pm BST.
TechSee
MAY 4, 2021
Agent Burnout. With days filled with frustrated customers, confined to a cubicle, and often on a low pay scale, some agents will inevitably experience burnout. In fact, customer service turnover in the U.S is estimated to be between 30% and 45% – more than double the average for other sectors.
SharpenCX
JUNE 3, 2020
A lack of visibility into goals, metrics, and progress fuels agent burnout. Agents who sit at severe risk for burnout are 63% less likely to have daily metrics on display in their office. Invest in your agents and they’ll invest in your business. Frost & Sullivan ). Jeff Toister ). Deloitte ).
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