ShepHyken

MARCH 20, 2023

Agents Are On The Verge Of Burnout, Study Finds by Christopher Elliott (Forbes) Is it just me, or do call center agents seem burned out lately? A new study by CMP Research, a market intelligence firm for the customer management industry, suggests many call center workers are at the end of their rope.

Journey mapping 31

Journey mapping Agent burnout Customer Service Airlines 31

ShepHyken

APRIL 10, 2023

They no longer only interact with a call center worker or a delivery driver; they liaise with email campaigns, chatbots, review sites, and social media. Another article on the employee experience, and specifically the agent experience. Our second article this week from TextExpander focused on agent burnout.

Customer Service 31

Customer Service Agent burnout Chatbots Engineering 31

Babelforce

SEPTEMBER 22, 2023

According to a recent report by Gallup, 76% of workers will experience burnout at some point in their job. But for call centers, burnout is especially common. It contributes to the industry’s notoriously high agent attrition rates, which averaged around 38% in 2022. But what exactly is agent burnout?

Agent burnout 52

Agent burnout Contact Center Call Center Surveys 52

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. Let’s start by revisiting our 2023 predictions, categorizing them as: Spot On: We nailed it! We expected these centers to adjust their pricing to remain competitive with other nearshore options.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

ROI CX Solutions

DECEMBER 16, 2024

While this season is an exciting time to enjoy with loved ones, contact centers can quickly become overwhelmed this time of year by an influx of calls, stressed-out customers, and increased demands. In this article, well share strategies and tips on how you can prepare your contact center for the holiday season.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time outsourcing 52

Toister Performance Solutions

MARCH 16, 2023

Team Remote touts the cost savings, flexibility, and improved quality of life that comes from having agents work remotely. Here’s some good news for Team Remote: your agents report having better bosses. In early 2023, I launched a study on contact center agent burnout. This was an accidental discovery.

Contact Center 82

Contact Center Agent burnout Feedback Call Center 82

CSM Magazine

JANUARY 25, 2023

Magnus Geverts shares his top tips for beating agent burnout—and the competition—in 2023. Great news for businesses that rely on the festive season to tide them over during the leaner months but extremely stressful for agents in contact centres. Next, rethink flexibility—what does it mean for your agents in 2023?

Agent burnout 52

Agent burnout Analytics Gamification Coaching 52