ShepHyken

APRIL 10, 2023

Yet, according to a recent PwC survey, there is a discrepancy between what companies and customers believe customer loyalty to be. 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

It’s estimated that the cost of replacing a single agent is anywhere between $5,000 to $7,500. But what exactly is agent burnout? Read on for: • What is Agent Burnout? • Why is Preventing Agent Burnout Important? • Why is Preventing Agent Burnout Important? And who can blame them!

Agent burnout 52

Agent burnout Contact Center Call Center Surveys 52

Toister Performance Solutions

MARCH 2, 2023

Is burnout gripping your contact center? A worldwide survey of contact center agents revealed 59 percent are at risk of burnout, including 28 percent who face a severe burnout risk. Burnout study overview A total of 951 contact center agents participated between January and February 2023.

Contact Center 100

Contact Center Agent burnout Surveys Accountability 100

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

Outsource Consultants

JANUARY 3, 2024

Let’s start by revisiting our 2023 predictions, categorizing them as: Spot On: We nailed it! Let’s grade our 2023 predictions before unveiling our anticipated trends for the BPO industry in 2024. Outcome: Spot On Agent burnout was rampant in call centers throughout 2023 , with 32% of centers not actively monitoring for it.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

Balto

FEBRUARY 6, 2023

But in reality, we found that while many people leave within their first year, a majority of tenured agents spend longer in the contact center than they originally planned — and they’re happy to have done so. In our survey, 46.7% In our survey, we found that 62.96% of tenured agents had a mentor at work.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

ROI CX Solutions

DECEMBER 16, 2024

Without proper planning, the increased business during the holidays can lead to longer wait times, higher agent burnout, and missed opportunities to deliver outstanding holiday-time customer service. This means your agents can anticipate spikes in call volume and potential customer dissatisfaction without adequate preparation.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time outsourcing 52