2022 Agent burnout Employee engagement Surveys 
Playvox
APRIL 4, 2023
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. In 2022, the average agent turnover rate at all contact centers was 24% and climbed as high as 30% for large customer service centers.
Balto
FEBRUARY 6, 2023
But in reality, we found that while many people leave within their first year, a majority of tenured agents spend longer in the contact center than they originally planned — and they’re happy to have done so. In our survey, 46.7% In our survey, we found that 62.96% of tenured agents had a mentor at work.
Playvox
APRIL 27, 2023
Gather strategic insights to determine preferences, including detailed reports on consumer behavior and data from customer surveys on how they use various channels. Ensure every customer service representative is well-trained on new engagement tools. Step 1: Start with research. Step 2: Add only one new channel at a time.
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