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. This simplicity can help boost voter participation, particularly among younger demographics.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

Playvox

APRIL 4, 2023

While sometimes interaction avoidance truly is an agent trying to get out of work, in many other instances, it’s a way to cope with feeling overwhelmed by customer mistreatment or aggression. It also could be a sign that the agents are overworked. A big contributor to this burnout and the resulting avoidance is customer behavior.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Global Response

AUGUST 7, 2023

Instead, create a culture of transparent communication, open dialogue and honest feedback—between and within employees and management. Lead by example and be open and honest about company decisions and foster a culture where employees feel open to dialogue and feedback. What role does communication play in call center culture?

Call Center 62

Call Center Morale Employee engagement Customer centricity 62