2021 Coaching Morale Surveys 
Fonolo
MAY 27, 2021
Measuring engagement through surveys allows for employees to feel heard. Research shows that customer complaints, poor morale, and low pay all attribute to high turnover rates in the call center industry. That’s why agent engagement surveys are so important. Discover the Six Crucial Contact Center Trends That Will Shape 2021.
The Northridge Group
AUGUST 14, 2023
The Need for Better Training and Enhanced Experiences In 2021, overall contact center attrition reached 42% , and organizations with more than 5,000 associates had as much as 50% attrition. Of the associates surveyed for this report, 49% who left cited the need for a clear career growth path.
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Integrity Solutions
JANUARY 6, 2021
With the stresses of the pandemic, uncertainty in the business environment, and pressures of working from home and juggling personal and professional lives, we’re all looking forward to a fresh start in 2021. Here are three steps that will help you retain and develop your sales talent in 2021 and beyond: 1. Coach for Sales Success.
Outsource Consultants
SEPTEMBER 14, 2021
That’s because nearly 40% of current incoming call volume can be handled entirely with automated, self-service channels , according to a business leader survey from Gartner. The most powerful technology pairings in 2021 include call deflection, AI, and automation systems that work in harmony. Empower Agents Now for Success Later.
SharpenCX
SEPTEMBER 30, 2020
Coach your agents regularly, so they know how to listen to your customers and respond kindly. Read Next] How to Boost Morale and Keep Your Remote Employees Engaged. In fact, 43% of CFOs surveyed by PwC said they’re planning to make remote work a permanent option. Consider these tech and contact center trends in 2021.
Integrity Solutions
MAY 26, 2022
According to the 2021 Global Business Ethics Survey® , around 1 in 5 U.S. With the onset of the pandemic, remote work and disruption put a strain on controls, training and in-person management and coaching. ” People make up organizations and therefore are their moral centers.
Balto
JUNE 23, 2022
This presents pain points for managers and agents alike as companies have to pay for enforcement tools, perform ongoing training, and coach agents on a tool that may not lend itself to optimal results in terms of agent satisfaction and retention. We surveyed 567 agents across the United States. Demographics. Our respondents were 52.2%
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