CCNG
MARCH 8, 2023
Leaders need to empower their agents with the right resources and provide them with strategies to handle emotionally draining tasks. Moreover, striving for efficiency without compromising customer service is even more important; good customer service should never come at the cost of agent burnout.
Outsource Consultants
JANUARY 3, 2024
At Outsource Consultants, we’re committed to providing informed insights, leveraging our experience with over 500 global BPO partners across various industries. Both our client and BPO success teams focused consultations on how to improve work environments for agents, and, ultimately, the customers they served.
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CSM Magazine
OCTOBER 10, 2023
In one go, they increase planning flexibility, reduce idle time and facilitate better occupancy control to guard against agent burnout, which negatively affects AHT. About the Author Graeme Meikle is a Senior Workforce Management Consultant at Calabrio. Calabrio is a trusted ally to leading brands.
JustCall
OCTOBER 16, 2023
For instance, imagine a potential client trying to reach a law firm for an urgent consultation. Think of a burgeoning e-commerce platform: if they continually hire more agents to cope with calls rather than implement an efficient IVR, they’re not optimizing their resources, leading to inflated costs.
JustCall
OCTOBER 16, 2023
For instance, imagine a potential client trying to reach a law firm for an urgent consultation. Think of a burgeoning e-commerce platform: if they continually hire more agents to cope with calls rather than implement an efficient IVR, they’re not optimizing their resources, leading to inflated costs.
TechSee
MAY 4, 2021
Agent Burnout. With days filled with frustrated customers, confined to a cubicle, and often on a low pay scale, some agents will inevitably experience burnout. In fact, customer service turnover in the U.S is estimated to be between 30% and 45% – more than double the average for other sectors.
ShepHyken
APRIL 10, 2023
Employee Experience (EX) is the foundation of this, so we asked our Consultants Panel what it takes to get EX right. Another article on the employee experience, and specifically the agent experience. Our second article this week from TextExpander focused on agent burnout. Here’s what they said.
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