High turnover is a constant pain point for contact centers. While turnover in the contact center didn’t notably spike in the Great Resignation—rates have remained steady at 42% annually, according to NiCE’s 2022 WEM Global Survey—contact centers spend an average of 13 weeks onboarding a new hire, at a cost of $12,500 for each new employee.
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Transforming customer experiences
Exceptional CX is driven by a genuine understanding of customers: where they are, what they want, and how they want it. Some of my favorite brands crushing it right now prove that exceptional CX can be the norm.
The value of strong disaster continuity plans has never been more prevalent than it is today—especially for government agencies helping citizens with extremely time-sensitive needs.
Employee engagement—the emotional commitment an employee has for the organization and its goals—is critical to contact center success.
If your contact center is planning to upgrade its customer experience software, you’ll find you have plenty of options. In fact, you’ll come across a potentially confusing array of choices.
The COVID-19 pandemic rapidly and fundamentally changed how society viewed the workplace. While just 8% of U.S. employees worked exclusively remotely pre-pandemic, as many as 70% worked from home by May 2020, according to Gallup.
It is ironic that RPA cost inflation occurs when these companies are facing skyrocketing national inflation and higher interest rates which makes it more difficult to serve their debt.