Playvox

APRIL 4, 2023

Just like agents are protecting your company, contact center leaders and managers need to protect them and their mental health. Attrition Turnover has long been an issue in contact centers. 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

Babelforce

SEPTEMBER 22, 2023

It contributes to the industry’s notoriously high agent attrition rates, which averaged around 38% in 2022. When questioned, 62% of call center agents identified burnout as one of their top workplace challenges. It’s estimated that the cost of replacing a single agent is anywhere between $5,000 to $7,500.

Agent burnout 52

Agent burnout Contact Center Call Center Surveys 52

Playvox

APRIL 27, 2023

The contact center technology trend toward more sophisticated and AI-driven workforce management software is paying big dividends for customer service centers that adopt these solutions. Spreadsheets may have been the tool of choice for forecasting and scheduling when contact centers were voice-only.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

Playvox

MAY 25, 2023

Workforce management (WFM) is a process that maximizes performance levels and competency for an organization. WFM involves effectively forecasting labor requirements and creating and managing staff schedules to accomplish a particular task on a day-to-day and hour-to-hour basis. So embracing the digital age is inevitable.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55