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

Global Response

AUGUST 7, 2023

The Elements of a Successful Call Center Culture The specific elements of culture vary from company to company, but in general, you should focus on (at least) these five key elements: core values work environment communication employee engagement and empowerment your customer focus Core Values. Employee engagement and empowerment.

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

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

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. Simply put, it’s where CX rises and falls.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52