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.
The Northridge Group
JULY 20, 2023
However, as AI and other emerging technologies evolve to support associates and handle the more transactional issues, traditional productivity metrics have evolved as well. Download Part II of Northridge's State of Customer Experience 2023 Research Report for more CX insights! But is this really producing more productivity?
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The Northridge Group
AUGUST 14, 2023
Download Part II of Northridge's State of Customer Experience 2023 Research Report for more CX insights! Coaching & Upskilling Offering employees the opportunity to enhance their skills can positively impact engagement, productivity, and morale, and such improvements are a huge area of focus for business leaders.
JustCall
MARCH 9, 2023
Constructive Feedback is Key Ideal for: Sales managers looking to boost their employee’s morale with real-time, constructive feedback The sales landscape can be challenging. This keeps their morale high and encourages them to repeat the behavior, leading to long-term success. Or the quality?
Balto
MARCH 27, 2023
In January 2023 alone, over 60,000 people were laid off from their jobs. Figure 7: “Drain on Resources” Agreement vs Contact Center Metrics Note: Responses have been converted to a 0-100 scale for comparison. Since then, it seems that many of those predictions have come to fruition. E.g., CSAT of 4/5 = 80/100.
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. To keep turnover under control, you have to make sure your managers are trained to keep engagement up and morale high.
Momentum Telecom
MARCH 30, 2020
And while working from home under normal circumstances can have appealing advantages – no lengthy commutes, a more flexible working environment, and a potential boost to productivity and morale¹ – a sudden change to your professional routine certainly can be unsettling. On-Premise vs. Cloud.
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