Agent burnout Marketing Wait times 
ShepHyken
MARCH 20, 2023
Wait times to speak to an operator are long — one industry analyst estimated the average wait tripled from 2020 to 2022 and says he believes they still are a third worse than before the pandemic. It says reducing agent burnout is one of the top priorities for customer contact leaders. There may be a reason.
Fonolo
AUGUST 10, 2021
That’s great news because your current customers are the most affordable marketing resource you can tap into — loyal customers are more likely to tell their network to buy from your business. Having both short-term and long-term goals can help agents sharpen their customer service skills while tracking your overall progress over time.
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NobelBiz
FEBRUARY 11, 2025
If call volumes surge, businesses must hire more agents, which takes time. Workforce management must be optimized to prevent agent burnout while maintaining coverage. High Success Rate for Resolution Live agents have higher first-call resolution rates than IVR systems.
Hodusoft
JULY 2, 2024
Addressing this topic, the experts discussed how an omnichannel contact center can help improve customer service, enhance collaboration, increase operational efficiency, provide real-time analytics & insights for effective sales and marketing, and gain competitive advantage.
Skybridge
JUNE 10, 2020
Focus on both hard skills and the softer skills and for every new level of mastery achieved, be sure to praise each agent, both individually, and in front of their peers. Wait times and handling times can drive otherwise happy, calm people to get frazzled. Senior Vice President, Sales and Marketing. Bobby Matthews.
Comm100
OCTOBER 10, 2022
The majority of customer service queries are repetitive and simple in nature, like ‘how do I reset my password’, ‘where is my delivery’, or ‘what time is your store open’. While these queries can easily lead to agent burnout, they also use up valuable agent time.
Comm100
FEBRUARY 21, 2023
It’s estimated that by 2026, 1 in 10 agent interactions will be automated , saving $80 billion in labor costs. Predictions on market growth vary, but one study shows an expected compound annual growth rate in AI of 37.3% Better still, customers who do need human support also experience lower wait times. from 2023 to 2030.
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