Toister Performance Solutions

MARCH 2, 2023

This blog is a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. Is burnout gripping your contact center? Participants were first asked to complete a burnout self-assessment provided by MindTools.

Contact Center 101

Contact Center Agent burnout Surveys Accountability 101

Nicereply

JULY 25, 2022

Are you considering a career as a customer service representative? Moreover, a career in customer service can be very rewarding if you are looking for a meaningful job and you love to help other people. We dedicated this episode of Content Pie to the best tips on how to find a new job as a Customer Service Representative.

Customer Service 98

Customer Service Best practices Feedback Customer Support 98

Eptica

MAY 21, 2021

Stress and burnout are amongst the key reasons for this churn. Our latest blog outlines the reasons that agent stress is dramatically increasing – and four areas around wellbeing that contact centres need to focus on moving forward. You might also be interested in these posts: Successfully embracing AI for customer service.

Marketing 125

Marketing Management Customer Service 125

Toister Performance Solutions

MARCH 16, 2023

In early 2023, I launched a study on contact center agent burnout. One question I asked was whether remote agents faced a lower burnout risk than onsite agents. Onsite agents are just as resilient to burnout as people who work from home. Remote agents are more likely to work for a company that surveys their customers.

Contact Center 82

Contact Center Agent burnout Feedback Call Center 82

Nicereply

MAY 2, 2022

All jobs are stressful to some degree, but it’s particularly tough for customer support agents. Working in customer support involves a high level of job-related stress. Your support team is emotionally responsible for the well-being of your customers, and constantly demonstrating empathy all day can lead to fatigue.

Morale 98

Morale Customer Support Feedback Management 98

Global Response

NOVEMBER 21, 2023

Healthcare BPO providers deliver high-quality, high-touch customer service—and more—to support internal teams and improve empathy, accuracy, security and satisfaction of your call center, while providing necessary support to your internal teams. The solution?

Healthcare 62

Healthcare outsourcing Call Center Personalization 62

Comm100

MAY 25, 2022

Further social upheavals amongst workers and customer expectations have also occurred. Ultimately, customer service and contact centers have not been immune to these changes. Then we’ll analyze how your organization can respond to these changes and the ways in which technology can benefit your ability to serve customers.

Customer Service 52

Customer Service Contact Center Interactive Voice Response outsourcing 52

Beyond Philosophy

AUGUST 17, 2016

Her new company, Thrive Global, is a corporate and consumer platform aimed at reducing stress, exhaustion and burnout and putting an end to the idea that burnout is a necessary price of success. Stress and burnout are a global pandemic, costing businesses hundreds of billions of dollars per year – 300 billion in the U.S.

Customer Experience 280

Customer Experience Consulting Consulting Employee engagement 280

Comm100

APRIL 22, 2024

The productivity of your customer service agents directly impacts your company’s success. Enhanced agent productivity not only accelerates response times but also elevates the overall quality of service. This can directly lead to improved customer satisfaction, increased sales, and more repeat business.

Chatbots 52

Chatbots Feedback Customer centricity Wait times 52

Zappix

FEBRUARY 20, 2024

In today’s fast-paced world, customer service is more than just resolving issues—it’s about delivering exceptional experiences that foster loyalty and satisfaction. Let’s explore how these tools benefit agents and customers, improving outcomes and elevating satisfaction.

Call Center 52

Call Center Agent burnout Customer Experience Average Handle Time 52

Toister Performance Solutions

SEPTEMBER 8, 2022

The conversation reminded me how important it is to show appreciation and support to customer service professionals who are working hard to serve us. I talk to a lot of customer service professionals like Lauren. Many feel beat up by angry and unreasonable customers. It's nice to have someone back you up.

Customer Service 85

Customer Service Airlines Contact Center Management 85

VirtualPBX

SEPTEMBER 28, 2023

Effective call center management is paramount to ensure customer satisfaction and operational efficiency. With Live Dashboards, call center managers can make informed decisions to optimize their operations and deliver exceptional service. Managers can set benchmarks and intervene when call times exceed expectations.

Call Center 98

Call Center Abandon rate Abandon Call First call resolution 98

SharpenCX

MAY 31, 2023

In the evolving world of customer service, contact centers play a vital role in ensuring customer satisfaction. High turnover rates not only lead to increased recruitment costs but also impact the overall customer experience. Remember, a happy agent leads to a happy customer.

Call Center 76

Call Center Construction Coaching Morale 76

SmartAction

JUNE 27, 2023

In today’s fast-paced world, delivering efficient and effective support while maintaining high customer satisfaction levels is crucial. These AI-powered systems engage customers in natural language conversations, providing accurate and autonomous responses. They sound like real people, delivering exceptional service.

Contact Center 80

Contact Center Virtual Agent Agent burnout Self service 80

TeamSupport

JUNE 20, 2023

Compounding these hurdles is the fact that providing excellent customer support is facing its own set of challenges. As customer support demand continues to increase by 11% per year, reduced staffing levels is causing 75% of customer service agents to face a serious risk of burnout.

Best practices 97

Best practices Self service Chatbots Analytics 97

Hodusoft

FEBRUARY 29, 2024

7 Key Indicators Your MSP Call Center Needs a Revolutionary Shift For Managed Service Providers (MSPs), a call center is extremely crucial. That’s one of their most potent tools to deliver exceptional customer service. When MSPs serve this many clients, it’s quite important for them to provide the best-in-class customer service.

Call Center 52

Call Center Abandon rate call center software Omni-channel support 52

Beyond Philosophy

AUGUST 6, 2015

A definite link exists between Employee Engagement and Customer Experience. In spite of this, many organizations choose to keep their Employee Engagement programs and their Customer Engagement programs separate. They are the call center employees, or, in other words, some of the most (if not the most) Customer-facing employees.

Employee engagement 414

Employee engagement Call Center Banking Management 414

SmartAction

APRIL 20, 2022

These days, new hire turnover is often higher than 90% in the first 90 days, according to Mark Miller, global customer service advisor at J.D. According to the Harvard Business Review (HBR), monotonous work can negatively impact mental health, cause us major stress, and lead to burnout. Offload Repetitive Tasks.

Call Center 92

Call Center Virtual Agent Average Handle Time First call resolution 92

Totango

JULY 8, 2022

But in fact, you should be investing now more than ever in customer success. In order to protect your core business, which is your current customer base, you need to be making the necessary changes to keep up with delivery and communication of value to your customers. It’s time to “shift right.”. How to Shift Right .

CRM 103

CRM Customer retention Self service Best practices 103

VirtualPBX

APRIL 19, 2023

Whether you are a customer service representative, sales professional, or running a call center, you need to be equipped with the right strategies to handle incoming calls efficiently. Without proper call traffic management, you risk losing customers, damaging your reputation, and reducing employee morale. What is Call Volume?

Management 97

Management Wait times Self service Call Center 97

Revation Systems

AUGUST 10, 2023

Or that before the pandemic, 96% of patient complaints were customer service related? Given this backdrop, there is a need for improvements in various areas within a healthcare organization, including optimizing efficiency, providing more personalized experiences, streamlining patient care, and reducing clinician burnout.

Healthcare 62

Healthcare Chatbots Personalization Customer Service 62

Global Response

AUGUST 7, 2023

Culture is one of the most nebulous aspects of any company or team—but creating a positive one can make or break your employee experience, your customer service, and your bottom line. Your customer focus. Finally, your emphasis—or lack thereof—on customer-centricity shapes your call center culture. Follow the leader.

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

Hodusoft

AUGUST 9, 2023

Improving Customer Service in BPOs with Multi-Tenant Contact Center Software Noted management guru Peter F. It isn’t surprising to see that many small, medium, and large businesses outsource their customer service to BPOs. Just imagine you are a business owner who is considering outsourcing customer service.

Contact center software 52

Contact center software Contact Center Customer Service Agent burnout 52

ShepHyken

MAY 4, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer Experience is the way! The Ultimate Customer Experience by Josh Linkner. He offers up an assignment; having a meeting, remote if necessary, to brainstorm the ultimate customer experience.

Customer Service 238

Customer Service B2C B2B Contact Center 238

Nicereply

MAY 28, 2019

Though one long shift won’t cause serious burnout for your staff, the long-term buildup of stressors and environmental factors will. Being a customer service agent is hard. All those factors can combine to cause agent burnout. Outside of the negative effects on your agents, burnout also impacts your business.

Agent burnout 76

Agent burnout Metrics Feedback Surveys 76

Mindtouch

DECEMBER 18, 2018

The IBM Watson Blog , for one, estimates that “85% of all customer interactions will be handled without a human agent” by the year 2020. Gartner analysts predict that, by the same year, “72% of all customer interactions will involve machine-learning applications, chatbots, or mobile messaging.”. It is not all doom and gloom.

Chatbots 54

Chatbots Real estate Contact Center Self service 54

SharpenCX

OCTOBER 4, 2023

Customer service can be a thankless job. Agents work hard every day to help customers, and while the internet and social media abound with customer service horror stories, very few customers publicize their positive experiences. The acceleration of digital technology.

Customer Service 67

Customer Service Contact Center Banking Call Center 67

Anexa BPO

NOVEMBER 17, 2022

These issues can lead to increased levels of stress and burnout, which can have serious negative impacts on both physical and mental health. Burnout can lead to decreased productivity, increased absenteeism, and higher turnover rates, all of which can have a negative impact on an organization.

outsourcing 52

outsourcing Customer centricity Personalization Marketing 52

aircall

FEBRUARY 21, 2018

High customer service attrition rates can sink an otherwise promising business, but this stubborn problem is solvable. Customer support can, unfortunately, feel limiting in this way. The repetitive nature of answering phone calls paired with mandatory scripts can lead to mental burnout. Fighting Back Boredom.

Customer Service 91

Customer Service Scripts Customer emotions Personalization 91

aircall

FEBRUARY 21, 2018

High customer service attrition rates can sink an otherwise promising business, but this stubborn problem is solvable. Customer support can, unfortunately, feel limiting in this way. The repetitive nature of answering phone calls paired with mandatory scripts can lead to mental burnout. Fighting Back Boredom.

Customer Service 91

Customer Service Scripts Customer emotions Personalization 91

ProProfs Blog

DECEMBER 16, 2020

Studies also suggest that 79% of businesses prefer to use live chat at their website instead of email (61%), phone (44%), and social media (48%) platforms to communicate with customers for instant support. At different stages of the customer lifecycle , live chat turns out to be a saving grace for business owners.

Management 147

Management Chatbots Sales Upselling 147

Nicereply

APRIL 6, 2022

In particular, one of the most affected areas by the pandemic is the customer support segment. In this blog, you’ll learn more about the changes in the industry caused by COVID-19 and how you can manage your team better during quarantine. What’s Changed in the Customer Support System? Enhancing customer experience.

Customer Support 98

Customer Support Morale Chatbots Wait times 98

ProProfs Blog

DECEMBER 17, 2020

Yes, there’s no doubt that the best possible live chat software helps you manage multiple chats and visitor queries simultaneously; but if not handled properly, operators can irritate your customers, which may also lead to losses. Confusing Customers While Multitasking. Why Handling Multiple Chats is a Challenge.

Wait times 141

Wait times Management Customer Support Customer Service 141

Noble Systems

AUGUST 1, 2019

Agents are expected to deal with demanding customers, be knowledgeable about many products and services, adhere to changing compliance regulations, all while being continuously monitored and timed. Studies have indicated that as much as 74 percent of agents are at risk of burnout and you can lose between 30-45 percent to attrition.

Agent burnout 62

Agent burnout Contact Center Schedule adherence Gamification 62

Call Design

FEBRUARY 10, 2022

Delivering a personalised customer service experience is also critical to cater to customer preferences which can be achieved much easier by implementing the latest and greatest technology rather than trying to use workarounds in some of the older systems. Analyse Customer Service at a Higher Degree.

Interactive Voice Response 78

Interactive Voice Response Gamification Technology Quality management 78

Vonage

JULY 22, 2016

Work takes a toll on us physically and mentally, and if pushed too far, we inevitably burnout. In a recent study from Toister Performance Solutions , service expert Jeff Toister evaluated responses from more than 600 contact center agents with 74 percent self-reporting at risk for burnout. Does gamification prevent burnout?

Contact Center 0

Contact Center Gamification Morale Technology 0

Mindtouch

MAY 31, 2018

When you examine the customer support agent experience, you’re doing more than putting your customer service efficiency under the microscope. Support agents are the people who likely know your customer best. Just think about how many times your call center team interacts with customers daily. Agent onboarding.

Agent burnout 63

Agent burnout Call Center Customer Support Customer Experience 63