experience-management employee employee-turnover 
CX Accelerator
NOVEMBER 7, 2023
A company might not be customer-centric if they… As I reflected on this experience, I realized that there were a number of indicators that this company might not be customer-centric. With this in mind, I asked a few of my friends on the , Customer Experience Question of the Day (#CXQOTD ) on X to complete this sentence.
Fonolo
JANUARY 19, 2023
In the era of the “great resignation” and in an industry with record staff turnover, employee retention is on every manager’s mind. According to the 2021 ICMI report, a contact center’s average employee turnover rate was 58% per year. Every field has employee turnover, of course. Bottom line?
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Uniphore
JULY 23, 2021
Employee disengagement is rampant in contact centers. But it’s actually the everyday reality at the contact center, according to Gartner’s recent report “Rampant Employee Disengagement is Driving Turnover and Harming Customer Outcomes.” And when agent performance suffers, so does customer experience. Check it out!
Inside Customer Service
MARCH 2, 2023
Agent burnout can lead to: Poor customer service Chronic absenteeism Turnover The survey investigated what factors made agents more at risk of burning out, and what factors made them more resilient. In my experience, it takes an average of two years. These companies pay their employees well above market, despite having very low prices.
Experience Investigators
APRIL 23, 2024
The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.
Fonolo
MARCH 14, 2023
Skilled agents are key to delivering a great customer experience, and agent retention is vital to a healthy contact center. There are a lot of factors that contribute to agent turnover and attrition, and those challenges have increased even more thanks to the Great Resignation. How can you improve your overall agent experience?
Fonolo
AUGUST 19, 2021
Maybe that’s why call center agent turnover rates are over double than those of other occupations. have over double the turnover rate of other occupations. Attention all call center managers – don’t worry! Agents usually experience burnout after a long period of consistent stress. High turnover.
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