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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.
The global callcenter market is predicted to grow to $481 billion by 2024 , propelled by the need for businesses to deliver customer-focused services. Advanced Tools for Agents to Provide Better Support. For most companies, a major concern in providing exceptional customer support are agentburnout and turnover.
Replacing agents lost to attrition is costly — averaging more than $14,000 per agent. Related Article: 7 Smart Ways to Reduce CallCenter Turnover Forever The Role Of A Manager In Agent Well-Being Few things have a bigger impact on your agents’ emotional well-being than how they’re managed.
Predicting the future of the callcenter industry is no easy feat – it’s a complex and ever-evolving landscape. Building on these reflections, we’re also ready to detail our 2024 predictions. Let’s grade our 2023 predictions before unveiling our anticipated trends for the BPO industry in 2024.
Table of Contents What is contact center forecasting? Why is accurate callcenter forecasting so important? Common forecasting challenges in the contact center Understanding callcenter forecasting methods and models 5 contact center forecasting and scheduling best practices What is contact center forecasting?
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