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. To get a resolution for their problems, 79% of customers complained to the company at fault, an increase from 72% in 2020.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

SharpenCX

APRIL 29, 2020

Flash forward to 2020, and your average interaction volume in January – April increased to 1250 interactions per day. Apply the increase to your peak season in 2020, and you can forecast at least 2500 interactions per day (without accounting for any other business changes). Remember – agents are an integral part of your company, too.

Coaching 76

Coaching Management Contact Center Morale 76

Playvox

MAY 25, 2023

Engagement Is Now Digital First Since 2020, online digital interactions between companies and customers have accelerated. People sitting around and not being productive is bad for morale and customer experience. This is evident in the growth of CCaaS, a market hurtling toward a projected $19.8 billion valuation by 2031.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55

Outsource Consultants

JANUARY 3, 2024

Grading our 2023 BPO Industry Predictions Prediction: Agent Morale is 2023’s Top Priority In late 2022, we heard from new clients that a key concern for 2023 was partnering with BPO vendors adept at managing rising attrition rates. This change in focus led clients to make decisions increasingly based on agent satisfaction levels.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67