SharpenCX

JUNE 3, 2020

We’re sharing 19 workforce optimization statistics so you can better understand what matters to your agents and how supporting their needs is better for business. Nearly a third of contact center leaders, some 30%, believe their current tools aren’t cutting it and fail to help agents deliver standout customer experiences.

Customer Experience 84

Customer Experience Agent burnout Contact Center Metrics 84

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

TechSee

MAY 4, 2021

Economic and logistical challenges have resulted in businesses turning to the gig economy to support and scale their customer service and sales efforts while lowering their fixed costs and in-house overhead. The Concept of GigCX: Freelance customer service agents. Agent Burnout. WFH employees in the U.S

Customer Service 182

Customer Service Contact Center Agent burnout Call Center 182

Playvox

APRIL 4, 2023

To get a resolution for their problems, 79% of customers complained to the company at fault, an increase from 72% in 2020. The study also revealed that customers are turning to digital channels to complain more often than phone calls, with 32% of customers surveyed sharing their complaints on social media.

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

Fonolo

JANUARY 25, 2022

From organizing call center agents to employing the right technology and developing a customer experience strategy, there are plenty of moving pieces in the successful operation of a contact center. Industry Report: State of the Contact Center 2022. 5 Tips to Prevent Call Center Agent Burnout Before it Begins.

call center workforce 81

call center workforce Call Center Agent burnout Interactive Voice Response 81

Playvox

APRIL 27, 2023

Great customer experience means meeting customers where they are, making it important to expand your channel offering. It’s important to take a thoughtful approach to adding new channels to ensure you are delivering a consistent, good experience with every interaction. This is a trend worth prioritizing.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52