Playvox

APRIL 4, 2023

While sometimes interaction avoidance truly is an agent trying to get out of work, in many other instances, it’s a way to cope with feeling overwhelmed by customer mistreatment or aggression. It also could be a sign that the agents are overworked. A big contributor to this burnout and the resulting avoidance is customer behavior.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Balto

NOVEMBER 2, 2023

According to Gartner, utilizing AI chatbots could save contact centers up to a total of $80 billion in labor costs by 2026. These inefficiencies can be a result of low agent morale, high turnover rates, agent burnout, and a lack of self-service channels.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

Balto

FEBRUARY 6, 2023

Subscribe for weekly insights from the Conversation Excellence Lab A People Person’s Dream Job By 2026, Gartner predicts that 75% of customers will call service lines due to loneliness, not because they have a customer service issue. If agents received 0 pieces of feedback from their peers, their peer respect was reported as 3.95/5.

Contact Center 52

Contact Center Coaching Surveys Scripts 52