Noble Systems

AUGUST 8, 2019

A work-at-home agent model allows contact centers to attract more experienced workers. Studies indicate that the average age of at-home agents is 38 versus 23 for those working on-site. According to a recent study by GlobalWorkplaceAnalytics.com, at-home workers typically save businesses $11,000/per person per year.

Gamification 65

Gamification At home agents Contact Center contact center workforce 65

Calabrio

MARCH 7, 2025

Call Center Industry Turnover Rate Benchmarks Call center turnover rates are notoriously high compared to other industries. Contact center industry averages vary. However, one study found that, in 2022, the average turnover rate reached as high as 38%. And employee churn among new hires can be especially high.

Call Center 52

Call Center Benchmark Contact Center Gamification 52

Fonolo

NOVEMBER 29, 2018

As always, we keep watch of trends and issues pertinent to contact centers, continuously shifting due to technological advancements; mergers and acquisitions in the SaaS space; the realigning of customer service and experience priorities on the part of brands; and more. Social Media as a Contact Center Touchpoint.

Contact Center 73

Contact Center Gamification contact center workforce Education 73

Aspect

JANUARY 21, 2019

Much has been written by industry analysts, and studies have shown the direct relationship between agent happiness and customer happiness. Easy, remote access to key contact center workforce management tools : Mobile apps allows agents to easily change their schedules and let supervisors easily manage agent schedules…from anywhere.

contact center workforce 75

contact center workforce Morale Contact center software Contact Center 75

Fonolo

OCTOBER 3, 2018

Contact center managers know exactly what resources they need in place to improve the customer and agent experience, but often have to jump through a dozen hoops to get those resources in place (we can all appreciate how company protocol sometimes slows progress down). Contact centers are expensive, it’s true.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

Verint

AUGUST 17, 2017

With that as a starting point, we followed up with a question regarding the changing face of the contact center workforce; specifically, we asked what survey respondents’ expectations were regarding the millennial workforce.

Employee engagement 30

Employee engagement Contact Center contact center workforce Gamification 30

Balto

APRIL 20, 2023

Increasing headcount was number six in the lineup, and gamification tools came in last place at only 9.43%. Hundreds of studies: firms that downsize end up being less profitable than peers that find other ways to lower costs (e.g., How AI Is Revamping the Contact Center. The Contact Center Workforce of the Future.

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52