Outsource Consultants

JANUARY 3, 2024

Grading our 2023 BPO Industry Predictions Prediction: Agent Morale is 2023’s Top Priority In late 2022, we heard from new clients that a key concern for 2023 was partnering with BPO vendors adept at managing rising attrition rates.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

CSM Magazine

AUGUST 8, 2023

While chatbots and Robotic Process Automation (RPA) help by automating simple or mundane activities, agents increasingly face a barrage of more complex and/or emotional interactions. Over the course of a single shift, the risk of agent burnout grows with a negative impact on mental wellbeing.

Employee engagement 52

Employee engagement Agent burnout Gamification Analytics 52

TechSee

MAY 4, 2021

Agent Burnout. With days filled with frustrated customers, confined to a cubicle, and often on a low pay scale, some agents will inevitably experience burnout. In fact, customer service turnover in the U.S is estimated to be between 30% and 45% – more than double the average for other sectors.

Customer Service 182

Customer Service Contact Center Agent burnout Call Center 182

SharpenCX

JUNE 3, 2020

A lack of visibility into goals, metrics, and progress fuels agent burnout. Agents who sit at severe risk for burnout are 63% less likely to have daily metrics on display in their office. Invest in your agents and they’ll invest in your business. Frost & Sullivan ). Jeff Toister ). Deloitte ).

Customer Experience 84

Customer Experience Agent burnout Contact Center Metrics 84

Playvox

APRIL 4, 2023

Gartner found that disengaged agents actually make getting support harder for your customers by not resolving issues quickly, by forcing them to repeat information, and by failing to help them resolve their issues in fewer steps. Disengaged agents are far more likely to leave — 84% more likely, according to Gartner’s study.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

ShepHyken

MARCH 20, 2023

Wait times to speak to an operator are long — one industry analyst estimated the average wait tripled from 2020 to 2022 and says he believes they still are a third worse than before the pandemic. It says reducing agent burnout is one of the top priorities for customer contact leaders. Contact numbers are hard to find.

Journey mapping 31

Journey mapping Agent burnout Customer Service Airlines 31

Balto

FEBRUARY 6, 2023

In 2022, conversational AI was a $2 billion industry — and by 2026, it will represent $80 billion in savings for contact centers. Methodology This research was conducted in collaboration with third-party research firm Centiment in November 2022. 2022, March 29). 2022, June 23). 2022, August 3). 2022, October 31).

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Global Response

AUGUST 7, 2023

Clearly, turnover and agent attrition continue to be major challenges—and a great way to combat them is creating a more positive call center culture. In any case, this is why having open and honest communication and feedback channels from employees is so necessary.

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

Playvox

MAY 25, 2023

For example, in a contact center, WFM helps maximize the use of agent labor by forecasting the volume of interactions — calls, emails, chat, ticketing, etc. — and scheduling the correct number of agents with the right skills at the right time to handle the expected volume of transactions.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55

Playvox

APRIL 27, 2023

Tackle Agent Attrition, Address Burnout With WEM In 2022, the average a gent turnover rate climbed as high as 30% for large customer service organizations. With the cost to replace an agent averaging more than $14,000, you can’t afford to stay stuck in this cycle.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

Babelforce

OCTOBER 23, 2023

Einem aktuellen Bericht von Gallup zufolge leiden 76 % der Arbeitnehmer irgendwann im Laufe ihres Berufes unter Burnout. Aber in Callcentern kommt Burnout besonders häufig vor. Dies trägt zu den notorisch hohen Fluktuationsraten in der Branche bei, die im Jahr 2022 im Durchschnitt bei 38 % lagen.

Contact Center 52

Contact Center CRM Management Agent burnout 52

Babelforce

OCTOBER 23, 2023

Einem aktuellen Bericht von Gallup zufolge leiden 76 % der Arbeitnehmer irgendwann im Laufe ihres Berufes unter Burnout. Aber in Callcentern kommt Burnout besonders häufig vor. Dies trägt zu den notorisch hohen Fluktuationsraten in der Branche bei, die im Jahr 2022 im Durchschnitt bei 38 % lagen.

Contact Center 52

Contact Center CRM Management Agent burnout 52