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. In 2022, the average agent turnover rate at all contact centers was 24% and climbed as high as 30% for large customer service centers.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Playvox

JANUARY 11, 2024

These include staffing levels, employee experience, customer experience, agent workloads, team productivity, team morale, and the cost of labor. According to a study by Joseph Folkman, a behavioral statistician, leaders who exhibit very poor candor (bottom 10%) were in the 20th percentile of overall leadership effectiveness.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Voxjar

JANUARY 11, 2018

According to a study done by Customer Relationship Metrics, CSAT will be 35-40% lower when a second call is made for the same issue. Agent Performance – Your reps are knowledgeable and trained well enough to resolve customer’s concerns on their first call. That can leave you in a moral quandary….

First call resolution 40

First call resolution Contact Center Construction Agent burnout 40