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.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

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.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Global Response

AUGUST 7, 2023

Celebrate and recognize all-star employees with recognition and rewards that make sense, and reward both quantitative metrics and results as well as more soft skills and interactions. Consider that happier employees with stronger morale will provide better customer service and tend to be friendlier on calls.

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

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.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55