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.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

Playvox

APRIL 4, 2023

Just like agents are protecting your company, contact center leaders and managers need to protect them and their mental health. Signs And Effects Of Poor Agent Emotional Well-Being In Your Contact Center Working with customers requires a lot of emotional labor from your customer service center agents — even if customers are happy.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Global Response

AUGUST 7, 2023

If creating a successful call center is proving challenging, our team has 40+ years of experience managing call centers and creating successful cultures. Instead, create a culture of transparent communication, open dialogue and honest feedback—between and within employees and management.

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

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.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55