Nicereply
SEPTEMBER 6, 2022
A roundup of the best customer service articles from 2022—to help you learn something new, revisit long-standing topics, or simply enjoy. That’s why we’ve rounded up this handy list, so you have all top customer support blogs published (so far) in 2022 in one accessible place. 2022’s top customer service blogs.
Fonolo
MARCH 8, 2022
Industry Report: State of the Contact Center 2022. Put simply, your call center workforce refers to your agents. It requires detailed data collection and analysis of all customer communications, history, and metrics to predict the number of inbound calls for a future given time period (week, month, quarter). Agent burnout.
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SharpenCX
JUNE 3, 2020
A slim 21% of employees say they have performance metrics within their control. 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. Frost & Sullivan ).
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.
Balto
FEBRUARY 6, 2023
The whole team benefits before, during, and after an internal promotion.” – Michelle Barbeau, Senior Customer Enablement Manager The only metric which didn’t improve linearly with rate of internal promotion was whether or not respondents were actively working towards a promotion. Suddenly, their work has greater meaning and impact.
Playvox
APRIL 4, 2023
Gartner found that disengaged agents actually make getting support harder for your customers by not resolving issues quickly, by forcing them to repeat information, and by failing to help them resolve their issues in fewer steps. Disengaged agents are far more likely to leave — 84% more likely, according to Gartner’s study.
Playvox
MAY 25, 2023
WFM systems enable organizations to gain insights into such business metrics as the exact number of employees needed to complete a particular job at a given time of the day, week, or month. and scheduling the correct number of agents with the right skills at the right time to handle the expected volume of transactions.
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