Playvox

FEBRUARY 2, 2022

Agent burnout directly harms the quality of customer service your business provides and significantly hurts your company’s bottom line. It’s hard to ignore the fact that contact centers are plagued with high agent burnout and turnover rates. What Causes Agent Burnout? Preventing Agent Burnout.

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Agent burnout Contact Center Gamification Agent Empowerment 68

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.

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Contact Center Agent burnout Morale Coaching 78

CSM Magazine

OCTOBER 10, 2023

The experience a company provides is as important as its products or services, as confirmed in a study by Salesforce of nearly 17,000 consumers worldwide. While leaders often ask agents to ‘walk in the customer’s shoes’, such advice usually exacerbates these negative consequences.

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Average Handle Time Agent burnout Coaching Finance 59