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. Craft a flexible staffing strategy: Hire seasonal agents, explore outsourcing solutions, or cross-train your team to manage demand.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time outsourcing 52

Outsource Consultants

JANUARY 3, 2024

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. 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

SmartAction

JUNE 27, 2023

Gradient Text The Pitfalls of Waiting Until 2024 Still considering a delay? Increased Agent Workload: Rising customer expectations can overwhelm your agents. Automating repetitive tasks prevents agent burnout, increases productivity, and reduces turnover rates.

Contact Center 84

Contact Center Virtual Agent Agent burnout Self service 84

Aria Solutions

MARCH 31, 2020

The global call center market is predicted to grow to $481 billion by 2024 , propelled by the need for businesses to deliver customer-focused services. Some common self-service options include: Chatbots. AI-fueled Chatbots can do much more than just answer routine questions. Advanced Tools for Agents to Provide Better Support.

Contact Center 62

Contact Center Agent burnout Self service Chatbots 62