Playvox

APRIL 4, 2023

Signs of contact center burnout to look for include new or increased: Irritability or cynicism Disengagement Isolation from colleagues Absenteeism Decreased productivity or performance These signs should be addressed immediately when you notice them. Attrition Turnover has long been an issue in contact centers.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

ShepHyken

MARCH 20, 2023

Each week, I read many customer service and customer experience articles from various resources. 8 Best Practices for Creating a Compelling Customer Experience by G. Hult (Harvard Business Review) How can a company best create a compelling customer experience? Did video kill the radio star?

Journey mapping 31

Journey mapping Agent burnout Customer Service Airlines 31

Playvox

MAY 25, 2023

Digital channels have become an integral part of the way that organizations connect with their customers — whether that’s email, social media, live chat, SMS, or good old-fashioned telephone calls. Once you achieve this, you need to consider your workforce planning with digital and omnichannel forecasting for customer service in mind.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55

Playvox

APRIL 27, 2023

Tackle Agent Attrition, Address Burnout With WEM In 2022, the average a gent turnover rate climbed as high as 30% for large customer service organizations. With the cost to replace an agent averaging more than $14,000, you can’t afford to stay stuck in this cycle.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52