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

8 Best Practices for Creating a Compelling Customer Experience by G. Hult (Harvard Business Review) How can a company best create a compelling customer experience? It says reducing agent burnout is one of the top priorities for customer contact leaders. Here are my top five picks from last week.

Journey mapping 31

Journey mapping Agent burnout Customer Service Airlines 31

Balto

FEBRUARY 6, 2023

For agents, it’s an important change of perspective: they need to stay engaged and understand best practices in a way that’s coachable to other agents. In 2022, conversational AI was a $2 billion industry — and by 2026, it will represent $80 billion in savings for contact centers. 2022, March 29).

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