CX Global Media

JUNE 5, 2017

If you stop and think about contact center agent burnout and turnover problems, why have you not considered musculoskeletal disorders (MSDs)? Have you considered MSD as a contact center agent burnout cause? This agent burnout problem is often unreported. Improving Employee Morale. Of course, you did.

Agent burnout 192

Agent burnout Contact Center Morale Call Center 192

Fonolo

FEBRUARY 14, 2019

Call centers have become notorious for possessing one of the highest employee attrition rates of any industry. This is a staggering number, given that the average employee turnover rate in 2015 for all industries in the United States was 16.7 According to Talkdesk , call centers have a turnover rate ranging from 30 to 45 percent.

Agent burnout 80

Agent burnout Call Center Gamification Contact Center 80

CCNG

MARCH 8, 2023

As soon as an agent starts “just going through the motions” rather than engaging with customers, interaction quality plummets—and so do customer satisfaction scores. You know that preventing these types of scenarios is key to keeping morale high and productivity consistent—but how?

Morale 195

Morale Contact Center CCNG Agent burnout 195

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

Fonolo

SEPTEMBER 28, 2021

In every industry, managers are the backbone of their workplace. They motivate employees through goal setting, help resolve conflicts, and play a large role in improving employee morale. Note which times on which days are busiest and be sure to schedule your agents accordingly. Focus on preventing employee burnout.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

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. What happens when you don’t have enough contact center agents? Increased agent burnout.

Contact Center 73

Contact Center Management Agent burnout Interactive Voice Response 73

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