Exclusive Content:

YOUR GUIDE TO INTERACTIVE VIDEO LEARNING

This guide will help you unlock the power of...

WISMO Calls: What Causes Them and How to Reduce Them

By the time a customer calls you for an...

What is the best Shopify Order Tracking Solution for My Store?

If you use Shopify, you already know why it...

2022 agent experience trends report

Of the customer service and CX leaders RingCentral and Benchmark Portal surveyed, 55.9% of them cited “increased workload” as the main contributor to employee turnover, making it their top factor of agent attrition.

COVID-19 magnified the workload challenges that were already prevalent in contact centers prior to the global shutdown. Gartner found that in 2020, more than 40% of customer support teams experienced an increase in contact volume compared to their initial 2020 projections.

With more people than ever shopping, communicating, and doing business online, both the volume and handle time of contact center support tickets have increased. According to SQM Group, call centers’ average handle time (AHT) increased by 8% from 2019 to 2021. And customer engagement with service agents hasn’t slowed since then—support requests are up 14% from last year.

Download 2022 agent experience trends report Whitepaper

Newsletter



Don't miss

YOUR GUIDE TO INTERACTIVE VIDEO LEARNING

This guide will help you unlock the power of interactive video learning to foster growth. To stop collecting video views and start identifying exactly...

WISMO Calls: What Causes Them and How to Reduce Them

By the time a customer calls you for an update on their order, it’s too late. Where Is My Order, or WISMO, calls represent...

What is the best Shopify Order Tracking Solution for My Store?

If you use Shopify, you already know why it is the leading e-commerce platform in the English-speaking world. Millions of online retailers sell on...
Subscribe To Our Newsletter

Join our mailing list to receive the latest news and updates from our team.