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3 Things to Consider When Picking a Call Center Workforce Management Software

Fonolo

MARCH 8, 2022

One vital aspect of call center efficiency is call center workforce management (WFM). Industry Report: State of the Contact Center 2022. What is Call Center Workforce Management? Put simply, your call center workforce refers to your agents. What’s in Store for Call Center Workforce Management in 2022?

call center workforce 75
call center workforce Call Center Agent burnout Management 75
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How to reduce agent burnout in your contact center

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.

Agent burnout 52
Agent burnout Contact Center Call Center Surveys 52
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