Outsource Consultants

JANUARY 3, 2024

Let’s start by revisiting our 2023 predictions, categorizing them as: Spot On: We nailed it! Let’s grade our 2023 predictions before unveiling our anticipated trends for the BPO industry in 2024. Outcome: Spot On Agent burnout was rampant in call centers throughout 2023 , with 32% of centers not actively monitoring for it.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

Toister Performance Solutions

MARCH 2, 2023

Burnout is defined by the American Psychological Association as "physical, emotional, or mental exhaustion accompanied by decreased motivation, lowered performance, and negative attitudes towards oneself and others." Burnout study overview A total of 951 contact center agents participated between January and February 2023.

Contact Center 102

Contact Center Agent burnout Surveys Accountability 102

Playvox

APRIL 4, 2023

A big contributor to this burnout and the resulting avoidance is customer behavior. Ticket volumes and customer feedback are way up in the last few years. How Managers Communicate With Agents Your managers’ communication style and abilities can help your customer service agents’ sense of well-being and engagement — or damage them.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Babelforce

SEPTEMBER 22, 2023

It’s estimated that the cost of replacing a single agent is anywhere between $5,000 to $7,500. But what exactly is agent burnout? Read on for: • What is Agent Burnout? • Why is Preventing Agent Burnout Important? • Why is Preventing Agent Burnout Important? And who can blame them!

Agent burnout 52

Agent burnout Contact Center Call Center Surveys 52

Balto

FEBRUARY 6, 2023

It’s constant practice and instant feedback as you work on your social skills.” – Lior Torenberg, Head of the Conversation Excellence Lab Let’s also bust the myths around introverts and sales. If agents received 0 pieces of feedback from their peers, their peer respect was reported as 3.95/5. 2021, October 22).

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Babelforce

OCTOBER 23, 2023

In der CCMA- Umfrage für das Jahr 2023 wurde festgestellt, dass das Fehlen ausreichender Pausen die größten Auswirkungen auf die Energieversorgung und das allgemeine Wohlergehen der Arbeitnehmer hat. Vorschlagskästen oder Umfragen, um ehrliches Feedback zu erfassen.

Contact Center 52

Contact Center CRM Management Agent burnout 52

Babelforce

OCTOBER 23, 2023

In der CCMA- Umfrage für das Jahr 2023 wurde festgestellt, dass das Fehlen ausreichender Pausen die größten Auswirkungen auf die Energieversorgung und das allgemeine Wohlergehen der Arbeitnehmer hat. Vorschlagskästen oder Umfragen, um ehrliches Feedback zu erfassen.

Contact Center 52

Contact Center CRM Management Agent burnout 52