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. Prediction: Kenya to Overtake South Africa as Africa’s Top Outsourcing Hub Why?

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

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

Save money and increase sales with a brand-obsessed, people-first team that delivers a high-touch, superior customer experience, every time. Consider that happier employees with stronger morale will provide better customer service and tend to be friendlier on calls. Ready to perfect your CX?

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

Playvox

MAY 25, 2023

The once “in-person” centers dealing with inbound calls have been replaced by global, distributed customer experience teams. In addition, new online channels have emerged to help companies serve customers in an increasingly digital landscape. Contact centers have changed drastically in recent years.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55