Noble Systems

AUGUST 1, 2019

Call centers are high-pressure, stressful environments. Agents are expected to deal with demanding customers, be knowledgeable about many products and services, adhere to changing compliance regulations, all while being continuously monitored and timed. Ultimately these agents get burned out which can result in attrition.

Agent burnout 62

Agent burnout Contact Center Schedule adherence Gamification 62

Playvox

JANUARY 11, 2024

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM).

Call Center 52

Call Center Schedule adherence call center workforce Management 52

JustCall

DECEMBER 1, 2022

Remote call center employees feel they can be more flexible, productive, and satisfied while working from home. Work from home call centers must deal very cautiously with employees who prefer to work from home. Work from home call centers must deal very cautiously with employees who prefer to work from home.

Call Center 52

Call Center Management Agent burnout Scripts 52

ShepHyken

MARCH 20, 2023

My Comment: The ACSI (American Customer Satisfaction Index) is the “go to” study about customer satisfaction. Agents Are On The Verge Of Burnout, Study Finds by Christopher Elliott (Forbes) Is it just me, or do call center agents seem burned out lately? There may be a reason.

Journey mapping 31

Journey mapping Agent burnout Customer Service Airlines 31

Babelforce

SEPTEMBER 22, 2023

According to a recent report by Gallup, 76% of workers will experience burnout at some point in their job. But for call centers, burnout is especially common. It contributes to the industry’s notoriously high agent attrition rates, which averaged around 38% in 2022. But what exactly is agent burnout?

Agent burnout 52

Agent burnout Contact Center Call Center Surveys 52

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

SmartAction

FEBRUARY 16, 2021

Needless to say, I was not a happy camper, especially since I was trying to cancel my subscription — a request that a virtual agent could’ve easily handled. According to this study , customers are willing to wait an average of thirteen minutes before they hang up. How long are most customers willing to wait?

Virtual Agent 80

Virtual Agent Agent burnout Wait times Chatbots 80

Fonolo

JUNE 14, 2018

According to a study by Customer Think, AI and machine learning will become vital to a business’s success or failure in the marketplace. Considering the use of products (like call-back software, messaging, and chat-based tools) that minimize case volume, improve customer experience, and prevent agent-burnout.

Chatbots 90

Chatbots Brand ambassadors Agent burnout Complaint resolution 90

SharpenCX

APRIL 29, 2020

Working in an always-on environment with no room for a breather swiftly leads to burnout. And burnout leads to a whole host of other problems that impact your business outcomes – like spikes in turnover and absenteeism. A study out of the American Psychological Association found that burned-out employees are 2.6x

Coaching 76

Coaching Management Contact Center Morale 76

Babelforce

OCTOBER 23, 2023

Geben Sie Ihren Agenten mehr Autonomie Einer Studie zufolge wünschen sich 73 % der Agenten mehr Autonomie bei ihrer Arbeit. Wenn Sie sich auf diese Weise um Ihre Mitarbeiter kümmern, können sie sich besser auf ihre Arbeit konzentrieren, was sich wiederum positiv auf die Produktivität und die Arbeitszufriedenheit auswirkt.

Contact Center 52

Contact Center CRM Management Agent burnout 52

Babelforce

OCTOBER 23, 2023

Geben Sie Ihren Agenten mehr Autonomie Einer Studie zufolge wünschen sich 73 % der Agenten mehr Autonomie bei ihrer Arbeit. Wenn Sie sich auf diese Weise um Ihre Mitarbeiter kümmern, können sie sich besser auf ihre Arbeit konzentrieren, was sich wiederum positiv auf die Produktivität und die Arbeitszufriedenheit auswirkt.

Contact Center 52

Contact Center CRM Management Agent burnout 52

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.

Contact Center 82

Contact Center Agent burnout Feedback Call Center 82

Balto

DECEMBER 14, 2022

There are many things you can do to make your call center more productive, like motivating your agents, equipping them with technological solutions, and implementing self-service options. What Is Call Center Productivity? How to Calculate and Measure Call Center Agent Productivity.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

SharpenCX

AUGUST 4, 2020

As a call center agent, a day of work can be like whiplash. Something goes awry and they’re swamped with back to back phone calls from angry customers. On top of that, agents often feel responsible for salvaging struggling customer relationships. According to one study, 74% of call center agents are at risk.

Call Center 67

Call Center Technology Self service Coaching 67

Balto

NOVEMBER 2, 2023

These inefficiencies can be a result of low agent morale, high turnover rates, agent burnout, and a lack of self-service channels. For example, using AI to automate mundane tasks can significantly free up your agents’ time, which can help your agents stay motivated and reduce agent burnout.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

Hodusoft

AUGUST 9, 2023

As per a study conducted by Clutch, more than one-fourth of small businesses surveyed outsource their customer service to BPOs (business process outsourcing organizations). But multi-tenant contact center software can enable organizations to log in to their BPOs’ portals and see live reports and data of agents.

Contact center software 52

Contact center software Contact Center Customer Service Agent burnout 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. Let’s say your call center is not efficient.

First call resolution 40

First call resolution Contact Center Construction Agent burnout 40

aircall

OCTOBER 31, 2016

Studies show that omnichannel setups often fail due to poor data, and poorer data collection , so this operation is crucial. This is a recipe for agent burnout , and for an unsuccessful and unsustainable strategy. You need actionable customer insight in order to set up the best possible strategy. Don’t ignore the right data.

outsourcing 48

outsourcing Multichannel Agent burnout Self service 48