The Northridge Group

JULY 20, 2023

Download Part II of Northridge's State of Customer Experience 2023 Research Report for more CX insights! These fees and factors impact the overall employee experience, which in turn, can negatively influence productivity and the customer experience as low morale chips away at job performance and adds friction to the customer journey.

Contact Center 128

Contact Center Abandon rate contact center associations Average Handle Time 128

NobelBiz

FEBRUARY 21, 2023

Call centers have developed dramatically over the past few years and will continue to do so in 2023. This article will cover 10 of the most important and impactful call center trends you need to follow in 2023. Improved Data Analytics Data Analytics is increasingly influencing business decisions, which is expected to continue in 2023.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52

NobelBiz

FEBRUARY 15, 2023

Call centers have developed dramatically over the past few years and will continue to do so in 2023. This article will cover 10 of the most important and impactful call center trends you need to follow in 2023. Improved Data Analytics Data Analytics is increasingly influencing business decisions, which is expected to continue in 2023.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52

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. Replacing agents lost to attrition is costly — averaging more than $14,000 per agent.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Hodusoft

OCTOBER 19, 2023

from 2023 to 2028. Metrics such as average handling times ( AHT ), call abandonment rates, and customer satisfaction rates can be used to determine the areas that require improvement, ultimately leading to cost reductions. As per a report , the customer care BPO market is estimated to rise from US$22,598.82

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

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