Voiptime

FEBRUARY 25, 2021

Job burnout has been a common problem for many years across industries. Switching to remote work made it more serious than ever. What are its main symptoms and how to prevent it from happening? Let’s take a close look at it in our new article.

Agent burnout 40

Agent burnout Call Center 40

Outsource Consultants

JANUARY 3, 2024

Predicting the future of the call center industry is no easy feat – it’s a complex and ever-evolving landscape. At Outsource Consultants, we’re committed to providing informed insights, leveraging our experience with over 500 global BPO partners across various industries. Half and Half : A mix of hits and misses.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

CCNG

MAY 11, 2022

Our industry does a nice job of illustrating the functions agents perform inside a call center or from work-at-home. With our industry's continued frenetic growth and recent staffing shortages, we have become so fixated on headcount that we often end up treating the hiring and training process as a production assembly line.

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 195

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.

Morale 195

Morale Contact Center CCNG Agent burnout 195

Fonolo

MARCH 8, 2022

Industry Report: State of the Contact Center 2022. Put simply, your call center workforce refers to your agents. Agent burnout. Any miscalculations in forecasting or scheduling could result in overworked agents. One vital aspect of call center efficiency is call center workforce management (WFM).

call center workforce 75

call center workforce Call Center Agent burnout Management 75

Fonolo

OCTOBER 12, 2021

5 Tips to Prevent Call Center Agent Burnout Before it Begins. Develop agent seating plans. Assigned seating may remind you of grade school, but this approach can really help support your agents so they can do their best work on the daily. 5 tips for optimizing your call center workplace layout. Prioritize quiet zones.

Call Center 147

Call Center Agent burnout Abandon rate call center workforce 147

Babelforce

SEPTEMBER 22, 2023

It contributes to the industry’s notoriously high agent attrition rates, which averaged around 38% in 2022. When questioned, 62% of call center agents identified burnout as one of their top workplace challenges. It’s estimated that the cost of replacing a single agent is anywhere between $5,000 to $7,500.

Agent burnout 52

Agent burnout Contact Center Call Center Surveys 52

Fonolo

MAY 31, 2022

All folks new to the contact center world have many steep learning curves to overcome—a big one is picking up on industry jargon. Total Shift Time —The full amount of time an agent was scheduled to work. For example, Occupancy Rates can help predict agent burnout and satisfaction at work. Yes, very much so!

Agent burnout 81

Agent burnout Contact Center Average Handle Time Call Center 81

Fonolo

AUGUST 10, 2021

Ensure your agents receive effective customer service training. In any industry, excellent customer service begins with exceptional communication. How Your Call Center Can Overcome Agent Burnout. DID YOU KNOW? 58% of consumers have higher standards when it comes to customer service because of COVID-19.

Contact Center 167

Contact Center Customer Service Agent burnout Customer Care 167

Outsource Consultants

JUNE 15, 2022

A combination of factors, including concerns with border crossing, labor shortages, and manufacturing slowdowns are wreaking havoc on the domestic supply chain and disrupting commerce across multiple industries. Contact center agents are on the front lines of this growing problem, answering customer inquiries and giving shipping updates.

Automotive 128

Automotive Transportation Contact Center Agent burnout 128

Solvvy

JUNE 30, 2021

Customer support agents play an enormous role in ensuring a positive customer experience. Unfortunately, agent burnout is very real. The call center industry has long had one of the highest turnover rates. years dedicated to positions in other industries. Bureau of Labor Statistics.

Chatbots 62

Chatbots Metrics Customer Support Agent burnout 62

Fonolo

MAY 31, 2022

All folks new to the contact center world have many steep learning curves to overcome—a big one is picking up on industry jargon. Total Shift Time —The full amount of time an agent was scheduled to work. For example, Occupancy Rates can help predict agent burnout and satisfaction at work. Yes, very much so!

Agent burnout 67

Agent burnout Contact Center Average Handle Time Call Center 67

JustCall

MAY 23, 2023

The customer experience industry is undergoing a paradigm shift, driven by technological advancements and evolving customer expectations. The focus this year will largely be around the themes of digital transformation and innovation, the growing role of Generative AI and emerging tech, and top industry insights as well as best practices.

Customer Experience 52

Customer Experience Agent burnout SaaS Contact Center 52

Fonolo

AUGUST 5, 2021

Regardless of your industry, providing ongoing training opportunities can mean the difference between finding lasting employees and experiencing high turnover rates. If your staff feels like their workload is manageable, it’ll help keep burnout at bay, leaving agents with some more mental capacity to engage in training sessions.

Best practices 159

Best practices Call Center virtual call center Agent burnout 159

Fonolo

MARCH 25, 2021

Yet less than 30% of contact centers track this metric, despite its direct impact on standard industry KPIs. If you don’t know the state of your agents’ satisfaction levels, it can be difficult to create positive change. When agent satisfaction is left unaddressed, agent burnout comes into play. Work-life balance.

Call Center 147

Call Center Surveys Agent burnout Contact Center 147

ShepHyken

MARCH 20, 2023

So the question is, “Will ChatGPT replace the customer support agent?” We’ll here from an executive in the customer support industry. Wait times to speak to an operator are long — one industry analyst estimated the average wait tripled from 2020 to 2022 and says he believes they still are a third worse than before the pandemic.

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Journey mapping Agent burnout Customer Service Airlines 31

Fonolo

NOVEMBER 30, 2021

Over the last few years, the retail industry has undergone many drastic changes, and therefore, so has the world of the retail contact center. 5 Tips to Prevent Call Center Agent Burnout Before it Begins. Physical retail locations have experienced mass closures while eCommerce and omni-channel shopping have exploded.

Customer Service 87

Customer Service Agent burnout Contact Center First call resolution 87

JustCall

APRIL 3, 2024

What you deem high call volume varies depending on the size of your business and the industry in which it operates. Without implementing flexible scheduling options, such as alternate shifts or remote work arrangements, you cannot ensure that all time zones are covered while preventing agent burnout.

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

Playvox

OCTOBER 19, 2021

in July 2021 , higher than pre-pandemic levels, yet the news is full of stories about businesses of all sizes across industries having difficulty finding employees. This difficulty includes finding contact center agents. Managers who want to meet customer demands will typically ask their agents to work more hours.

Contact Center 73

Contact Center Management Agent burnout Interactive Voice Response 73

CSM Magazine

SEPTEMBER 10, 2021

However, the world of agents has also been complicated by legacy technology that has driven more complexity in agents’ roles. Training is a major cost for the industry and CX leaders often deal with 40% agent churn. The call centre industry is metric driven with a culture of continuous improvement.

Agent burnout 52

Agent burnout Coaching Metrics Entertainment 52

SmartAction

DECEMBER 15, 2021

AI takes the brunt of the repetitive nature that contributes to customer service agent burnout. Virtual agents authenticate the caller using industry-specific protocols and gather the information required to pass along to the live agent in the event of a transfer or routing.

Contact Center 78

Contact Center Virtual Agent Agent burnout Self service 78

Quiq

OCTOBER 16, 2020

A positive experience with a contact center agent can serve as the nudge customers need to make a purchase, while a frustrating conversation can deter existing customers and put off new customers entirely. Across industries, customer service plays a vital role in financial success.

Contact Center 52

Contact Center Agent burnout Metrics Service level 52

Playvox

APRIL 4, 2023

With more time to invest in agent support, they can better connect and communicate with agents to keep engagement and motivation high. Monitor Performance To Spot Burnout Remember that a key sign of agent burnout is decreased productivity and performance.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Outsource Consultants

JANUARY 17, 2018

In a recent article , Steve Kraus addresses a common, but major, problem in the call center industry: agent attrition. Customers are often frustrated and angry by the time they reach a call center agent, which means the agents should be upbeat with a fresh mind to engage the customer and make them happy.

Call Center 52

Call Center Agent burnout outsourcing Contact Center 52

Fonolo

AUGUST 15, 2023

Agents need time to take a breath and collect their thoughts between calls; If they don't get it, their performance suffers, followed by higher absenteeism and, eventually, agent attrition. Consider an agent who is engaged in call-related work for 45 minutes during a 60 minute period.

Call Center 67

Call Center Schedule adherence Contact Center Agent burnout 67

Contact Center Pipeline

JANUARY 28, 2021

Although COVID-19 is still the central focus of our everyday lives, the contact center industry appears to be moving forward with optimism, lessons learned and plans for delivering customer service in a business environment that looks nothing like the previous years. Welcome, 2021! The new year always brings hope for new beginnings.

Contact Center 147

Contact Center Agent burnout Customer Service Morale 147

Anexa BPO

AUGUST 11, 2022

Customer service outsourcing leaders like Anexa can partner with brands across all industries, literally acting as a “secret weapon” that will enrich and expand the customer experience. The post CX Agent Burnout – How to Deal first appeared on Anexa BPO. There is a silver lining, however.

Agent burnout 52

Agent burnout outsourcing Customer centricity voip 52

Playvox

JULY 31, 2023

With predefined rules in your workforce management solution, agents can self-serve and receive auto approvals and declines, removing the need to wait and eliminating the need for team leaders to get involved. Regardless of industry, job role, or demographic, a WFM solution can help improve the employee experience.

Self service 85

Self service Management Coaching Contact Center 85

JustCall

MARCH 6, 2023

That will make sure that call center agents are being put to optimum use. It depends on the industry and the type of customer calls that are expected. Again, the upper and lower figures of agent utilization call center can vary, depending on the nature of the tasks that the agents are expected to carry out.

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. Being able to remain calm in times of stress is one of the greatest attributes to have in the industry.

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Customer Service Agent burnout Best practices Call Center 100

Xaqt

FEBRUARY 26, 2020

While no one knows what the actual impact of the virus will be, we expect that call centers across several industries along with public sector service agencies will be adversely impacted. Additionally, many companies, such as those in the travel and hospitality industries, are feeling the impact in their call centers as well.

Call Center 52

Call Center Interactive Voice Response Agent burnout Wait times 52

JustCall

DECEMBER 1, 2022

Let us understand the answers to all these questions here: Lately, the call center online industry has been plagued by high turnover rates for years. Retention of millennial work from home call center agents is particularly low, with an average turnover rate of 33 %. Prevent Agent Burnout. can lead to stress and burnout.

Call Center 52

Call Center Management Agent burnout Scripts 52

SharpenCX

FEBRUARY 11, 2020

Next, track agent performance. Digital tools provide a greater level of sophistication to analyze your agents. With upgraded reporting, you can see how agents perform compared to industry standards and your past track record. Use metrics to know where your agents need more coaching or training.

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

Robert Davis

APRIL 5, 2018

The big surge in telemarketing operations happened in the early 1980s to mid-1990s when the industry grew from employing a half-million agents to 4.5 For telemarketers, illegal robocallers and phone scams, in particular, have cast a dark cloud over an otherwise legitimate industry that employs millions of people.

Telemarketing 48

Telemarketing Outbound sales outsourcing Quality calibration 48

Robert C. Davis and Associates

APRIL 5, 2018

The big surge in telemarketing operations happened in the early 1980s to mid-1990s when the industry grew from employing a half-million agents to 4.5 For telemarketers, illegal robocallers and phone scams, in particular, have cast a dark cloud over an otherwise legitimate industry that employs millions of people.

Telemarketing 40

Telemarketing Outbound sales outsourcing Quality calibration 40

Balto

FEBRUARY 6, 2023

In 2022, conversational AI was a $2 billion industry — and by 2026, it will represent $80 billion in savings for contact centers. The most represented use case was customer service (56.36%) followed by sales (16.42%) with nearly 20 industries represented. How to Battle Contact Center Agent Burnout. 2022, March 15).

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Fonolo

NOVEMBER 3, 2015

Agents need time to take a breath and collect their thoughts between calls; If they don’t get it, their performance suffers, followed by higher absenteeism and, eventually, agent attrition. Keeping a close eye on the occupancy rate allows contact center managers to prevent agent burnout.

Call Center 52

Call Center Average Handle Time Schedule adherence Agent burnout 52