Balto
DECEMBER 16, 2022
2022 was another year packed with shifting trends for the contact center, and 2023 shows no signs of changing course. With renewed focus on agent experience, ever-advancing AI capabilities, and the embrace of omnichannel solutions, contact center leaders face an exciting opportunity to best serve their customers in 2023. Email support.
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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CSM Magazine
DECEMBER 15, 2022
Now is a good time to pause and reflect on support center activity and trends by refining what we have learned and building on experiences to make agents, processes, and operations the best they can be in 2023. As we head into 2023, employee-employer relationships may require refining and rebuilding.
The Northridge Group
JULY 20, 2023
Download Part II of Northridge's State of Customer Experience 2023 Research Report for more CX insights! The Northridge Group needs the contact information you provide to us to contact you about our products and services. But is this really producing more productivity? You may unsubscribe from these communications at anytime.
Upstream Works
NOVEMBER 30, 2022
Agent morale suffered which led way to rising turnover and the Great Resignation. Not only does this impact the agent experience by making agent workloads more manageable, but CX also improves when routine inquiries are handled faster with self-service. Intelligent Contact Routing to Self-Service.
Upstream Works
NOVEMBER 30, 2022
Agent morale suffered which led way to rising turnover and the Great Resignation. Not only does this impact the agent experience by making agent workloads more manageable, but CX also improves when routine inquiries are handled faster with self-service. Intelligent Routing to Self-Service.
Hodusoft
OCTOBER 19, 2023
from 2023 to 2028. However, as the demand for exceptional customer service continues to rise, the operating costs associated with BPO contact centers are also rising greatly. Self-Service Options : Self-service options in call routing optimization are another effective way to enhance contact center efficiency.
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