CSM Magazine

DECEMBER 15, 2022

Now is a good time to pause and reflect on support center activity and trends by refining what we have learned and building on experiences to make agents, processes, and operations the best they can be in 2023. As we head into 2023, employee-employer relationships may require refining and rebuilding.

Contact Center 52

Contact Center Customer emotions Morale Quality management 52

Playvox

MARCH 12, 2024

In contrast, low agent motivation is linked to high attrition rates in contact centers, resulting in increased recruitment and training costs, along with a negative impact on overall team morale. trillion in lost productivity, according to Gallup’s State of the Global Workplace: 2023 Report.

Morale 78

Morale Gamification Contact Center Quality management 78

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 keep turnover under control, you have to make sure your managers are trained to keep engagement up and morale high.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Playvox

OCTOBER 12, 2022

According to an article by KPMG , more than $7 trillion dollars will be invested in making work digital by 2023. Stay aware of the warning signs of underperformance or low team morale and communicate to get to solutions. For optimization, Workforce Management and Quality Management solutions are game changers.

Best practices 76

Best practices Contact Center Management contact center solutions 76