2021 Metrics Morale Surveys 
Fonolo
JUNE 8, 2021
It takes someone with great self-control and tremendous disposition to be a successful call center agent, but even the most natural customer service professionals are susceptible to the effects of low morale. Regular acts of public recognition can really improve morale and bring out the positive spirit in everyone.
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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ProProfs Blog
AUGUST 6, 2021
Following this trend, employee engagement has quickly become a popular metric to gauge work satisfaction, employee productivity, and, eventually, business growth. . We will explore the 20 best employee engagement software in 2021 and compare their features. Bonus Read: Employee Engagement Survey Questions.
SharpenCX
JUNE 12, 2023
To maximize productivity and performance in a remote call center or hybrid work model: Track meaningful metrics like customer and agent satisfaction. Make Your Call Center Metrics Meaningful Whether your agents work from home or the office, hours logged are not necessarily indicators of productivity or performance. Think again.
SharpenCX
JUNE 23, 2021
Metrics aren’t everything. This guide digs into some of the essential contact center metrics to look out for, so you can pick and choose which ones need your focus. Service level is a fundamental metric. This metric can even mean that your IVR is too confusing , causing customers to give up before reaching an agent.
3CLogic
NOVEMBER 10, 2021
In fact, a recent ICMI survey shows the average contact center’s agent turnover rate was 58% year over year. Consider the additional effect on employee morale, the ongoing loss in intellectual property, and the long-term implications for the customer experience — the costs can grow far beyond immediate operational expenses.
Integrity Solutions
MAY 26, 2022
According to the 2021 Global Business Ethics Survey® , around 1 in 5 U.S. The publicly-traded companies that were designated the World’s Most Ethical Companies in Ethisphere’s 2021 Ethics Index outperformed a comparable index of large cap companies by 7.1 percentage points over the past five calendar years.
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