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.
ShepHyken
MARCH 20, 2023
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. It says reducing agent burnout is one of the top priorities for customer contact leaders. Contact numbers are hard to find.
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Nicereply
SEPTEMBER 6, 2022
A roundup of the best customer service articles from 2022—to help you learn something new, revisit long-standing topics, or simply enjoy. That’s why we’ve rounded up this handy list, so you have all top customer support blogs published (so far) in 2022 in one accessible place. 2022’s top customer service blogs.
Anexa BPO
AUGUST 11, 2022
Based on this data, it’s clear that customer satisfaction has never been more critical, and in fact, it’s the single most deciding predictor of success in 2022. Incorporating a robust suite of customer-centric outsourced services can make the difference in a company’s ability to meet the expectations of the discerning 2022 consumer.
Speaker: Francoise Tourniaire - Founder of FT Works, Omid Razavi - Chief Advocacy Officer at SupportLogic, and Gregory Walker - Senior Product Manager at SupportLogic
The importance of efficiency when onboarding and training agents. Traditional methods of agent coaching versus manual coaching techniques. How proper coaching can reduce agent burnout. November 3rd, 2022 at 9:30 am PT, 12:30 pm ET, 5:30 pm BST.
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.
Outsource Consultants
JUNE 15, 2022
As of March 2022, the United States Food and Drug Administration was reporting shortages of 169 medications. As manufacturers try to catch up with these very specific demands, agents may begin to see an increase in calls or messages requesting information on restock dates or alternative options. The Impact on Contact Centers.
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