contact center workforce Morale Study 
Fonolo
MAY 30, 2023
The Golden Rules of SLAs Real-time adherence Studies show that contact centers with WFM tools have a 7.5% Real-time adherence ensures that contact centers can react quickly to changing customer demand. Employees who use it report having a better work-life balance and improved morale.
Aspect
JANUARY 21, 2019
Much has been written by industry analysts, and studies have shown the direct relationship between agent happiness and customer happiness. These breakthroughs don’t address the needs of the contact center staff who are not agents. You need to make life easier for your entire workforce.
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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.
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).
Fonolo
NOVEMBER 29, 2018
By adding playful elements such as competition, rewards, and recognition in your contact center, you can facilitate and reward learning, creativity, and social and personal growth. While customers are entitled to feeling frustrated when ignored or delayed, contact center agents grapple with abusive calls on a daily basis.
BlueOcean
JULY 15, 2024
contact centers moving into the coming years. A recent study found 60% of agents are “very likely” to quit within the next six months—largely due to better career opportunities. Managing Agent Attrition Staffing struggles are not limited to hiring – the perennial challenge of retention remains significant.
BlueOcean
JULY 15, 2024
contact centers moving into the coming years. A recent study found 60% of agents are “very likely” to quit within the next six months—largely due to better career opportunities. Managing Agent Attrition Staffing struggles are not limited to hiring – the perennial challenge of retention remains significant.
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