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

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.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time outsourcing 52

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.

Contact Center 84

Contact Center Virtual Agent Agent burnout Self service 84

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.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

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.

Contact Center 62

Contact Center Agent burnout Self service Chatbots 62

Calabrio

MARCH 7, 2025

Avoid agent burnout High workloads, stress, poor efficiency, and poor results can quickly add up to burned out agents on the frontline. With so many organizations facing issues with attritionrecently, 63% of agents expressed a high risk of burnoutimplementing a sound contact center forecasting strategy cant be overlooked.

Contact Center 52

Contact Center industry standards Call Center Average Handle Time 52