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

Balto

FEBRUARY 6, 2023

Figure 12: Satisfaction Metrics by Mentor Another facet of mentorship that we looked at was coaching type and frequency. The takeaway here is that agents appreciate coaching, training, and feedback — and for the most part, more is better. Involve them in your processes and thinking to increase their overall buy-in.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Anexa BPO

AUGUST 11, 2022

Based on this data, it’s clear that customer satisfaction has never been more critical, and in fact, it’s the single most deciding predictor of success in 2022. Today’s customer-facing workers are describing unprecedented levels of burnout, with many claiming that their employers prioritize the customer experience over employee wellbeing.

Agent burnout 52

Agent burnout outsourcing Customer centricity voip 52

Playvox

APRIL 27, 2023

But in an industry — and world — evolving at lightning speed, it’s harder than ever to keep up and to know which ones matter most. 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.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52