Playvox

APRIL 4, 2023

Replacing agents lost to attrition is costly — averaging more than $14,000 per agent. To keep turnover under control, you have to make sure your managers are trained to keep engagement up and morale high. Agents need to hear when their performance could use some help.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Global Response

AUGUST 7, 2023

Consider that happier employees with stronger morale will provide better customer service and tend to be friendlier on calls. As friendly customer service agents and effective problem-solving are key aspects of good customer service for today’s customers, ensuring your employee morale stays high is essential to delivering better experiences.

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

JustCall

MARCH 6, 2023

This is because the low rate could affect costs, morale and satisfaction. Extra agent training for new technology can do the same. It is always best to ascertain an average figure according to industry best practices and keep within that range. Too low, and costs and customer satisfaction could be affected.

Call Center 52

Call Center Abandon rate Average Handle Time Metrics 52

Fonolo

NOVEMBER 15, 2017

The customer service profession is known for high turnover rates and agent burnout, however, some professionals greatly excel in this line of work, and show tremendous aptitude for delivering excellent customer care. Consultant, Beyond Morale. Twitter: @ CustomerIsFirst . Jim Rembach. Twitter: @ BeyondMorale. Omer Minkara.

Customer Service 100

Customer Service Agent burnout Best practices Call Center 100

Xaqt

FEBRUARY 26, 2020

For this reason, we created a program that combines Xaqt’s Cognitive IVR and Engagement Suite with business continuity best practices to get you prepared and mitigate the potential impact to your business or services should the situation deteriorate.

Call Center 52

Call Center Interactive Voice Response Agent burnout Wait times 52

Fonolo

SEPTEMBER 28, 2021

They motivate employees through goal setting, help resolve conflicts, and play a large role in improving employee morale. One single training strategy will ensure all of your agents are on the same page and will provide consistent service to all customers. 5 Best Practices for Training Remote Call Center Agents.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

Playvox

MAY 25, 2023

People sitting around and not being productive is bad for morale and customer experience. Inaccurate forecasts can also result in being understaffed, which is also very costly because it can create agent burnout and turnover, not to mention countless bad experiences because you don’t have enough people to serve the volume of interactions.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55