2024 Agent burnout Personalization 
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.
SmartAction
JUNE 27, 2023
Today’s virtual agents are far from the robotic voices of the past. With conversational AI, you can maintain a personalized touch while improving response times and accuracy. Plus, your live agents will still be there to provide support when needed. They sound like real people, delivering exceptional service.
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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.
Playvox
APRIL 4, 2023
But the gap between how managers view feedback and how employees see it simply isn’t good for agent morale and mindset. Agents can’t operate without that clarity, and frequent feedback is a way to make sure they get it. Automation has the added benefit of creating more time for personal engagement during feedback sessions.
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. Contact centers are using Chatbots to provide instant answers to common questions, direct queries to the right agents, and reduce call volume. We also know that tech changes fast.
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