Toister Performance Solutions
MARCH 2, 2023
Is burnout gripping your contact center? A worldwide survey of contact center agents revealed 59 percent are at risk of burnout, including 28 percent who face a severe burnout risk. Burnout study overview A total of 951 contact center agents participated between January and February 2023.
Outsource Consultants
JANUARY 3, 2024
Let’s start by revisiting our 2023 predictions, categorizing them as: Spot On: We nailed it! Let’s grade our 2023 predictions before unveiling our anticipated trends for the BPO industry in 2024. Outcome: Spot On Agent burnout was rampant in call centers throughout 2023 , with 32% of centers not actively monitoring for it.
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Toister Performance Solutions
MARCH 16, 2023
Team Remote touts the cost savings, flexibility, and improved quality of life that comes from having agents work remotely. Here’s some good news for Team Remote: your agents report having better bosses. In early 2023, I launched a study on contact center agent burnout. This was an accidental discovery.
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.
ShepHyken
APRIL 10, 2023
Yet, according to a recent PwC survey, there is a discrepancy between what companies and customers believe customer loyalty to be. Another article on the employee experience, and specifically the agent experience. Our second article this week from TextExpander focused on agent burnout.
Babelforce
SEPTEMBER 22, 2023
It’s estimated that the cost of replacing a single agent is anywhere between $5,000 to $7,500. But what exactly is agent burnout? Read on for: • What is Agent Burnout? • Why is Preventing Agent Burnout Important? • Why is Preventing Agent Burnout Important? And who can blame them!
Playvox
APRIL 4, 2023
According to the 2023 Customer Rage Study by CCMC and Arizona State University , 74% of respondents reported experiencing a problem with a company’s product or service, up from 66% in 2020 and 56% in 2017. With more time to invest in agent support, they can better connect and communicate with agents to keep engagement and motivation high.
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