SharpenCX

APRIL 24, 2024

Learn how contact centers can prepare their CX for the AI future by incorporating usable AI into their agent experience.

Contact Center 67

Contact Center Customer Service Customer Experience 67

Nuance

MAY 17, 2023

… Rethinking the agent experience, part 2: Increase agent satisfaction Read More » The post Rethinking the agent experience, part 2: Increase agent satisfaction appeared first on What’s Next blog.

Coaching 76

Coaching Contact Center 76

ShepHyken

AUGUST 19, 2022

This week we feature an article by Cassidy McDonnell, Creative Solutions Manager at Balto Software , a company that helps agents live on the call to analyze what’s working and scale best practices in real-time. Agents are the people most familiar with common customer concerns.

Scripts 196

Scripts Customer Experience Employee engagement Best practices 196

TeamSupport

JULY 20, 2023

Efficiently managing customer support workflows is vital for businesses aiming to deliver exceptional customer experiences. This innovative solution empowers customer service teams to overcome these challenges; fostering collaboration, improving visibility, and ultimately enhancing the customer experience.

Customer Support 98

Customer Support Engineering Customer Experience Management 98

Contact Center Pipeline

JANUARY 9, 2020

Customer-centric brands have put considerable time and resources into honing their ability to track, understand, manage and differentiate the customer’s experience. Now business leaders are increasingly aware of just how much is at stake when there is a lack of corresponding investment in their workers and the work environment.

Customer centricity 236

Customer centricity Journey mapping Management Feedback 236

SharpenCX

OCTOBER 1, 2023

Personalizing the customer experience. While there’s a strong business case for customer experience personalization, doing it well can be easier said than done. Let’s cover four key ways you can help agents deliver better, more personalized experiences and take personalization to the next level.

Personalization 67

Personalization Customer Experience Interactive Voice Response Contact Center 67

LiveVox

JUNE 7, 2023

We know you’re the real MVPs when it comes to overseeing agent performance on the floor. You’ve got a lot on your plate, from dealing with low agent morale to high agent turnover, understaffing, and the challenges of remote workplaces. You’re researching strategies for boosting the agent experience!

Morale 62

Morale Contact Center Management 62

SharpenCX

OCTOBER 1, 2023

Agents play a pivotal role in making customers feel valued. Discover four ways you can empower agents to personalize their customer experiences. The post 4 Ways to Empower Agents to Personalize Customer Experiences appeared first on Sharpen.

Personalization 67

Personalization Customer Experience Contact Center Customer Service 67

Zappix

FEBRUARY 20, 2024

In today’s fast-paced world, customer service is more than just resolving issues—it’s about delivering exceptional experiences that foster loyalty and satisfaction. As call centers continue to evolve, the role of digital tools in optimizing agent interactions has become increasingly crucial.

Call Center 52

Call Center Agent burnout Customer Experience Average Handle Time 52

Calltools

MAY 3, 2023

It can’t be said enough: the level of happiness your customers’ experience is directly linked to the experience and engagement of your call center agents. After all, happy agents make happy customers. Unsatisfied agents lead to unhappy customers. These are five ways to help improve agent experience.

Contact Center 98

Contact Center Coaching Average Handle Time Analytics 98

TechSee

JANUARY 21, 2020

With days jam-packed with frustrated customers, confined to a cubicle and often on a low pay scale, it is inevitable that poor agent experience leads to reduced motivation and even burnout. In fact, a study by Cornell puts the cost of replacing one agent at about 16% of their annual salary. Visually engaging the agent.

Contact Center 124

Contact Center Call Center Best practices Technology 124

Upstream Works

JANUARY 31, 2023

As 2023 unfolds, a key theme for contact center leaders to watch is reinforcing the connection between customer experience (CX) and agent experience (AX). However, CX does not exist in a vacuum; when contact center agents have a good experience, the customer is bound to as well.

Contact Center 78

Contact Center Journey mapping Analytics Customer centricity 78

24-7 InTouch

MARCH 27, 2024

IntouchCX partnered with a delivery service brand to improve their customer experience by ensuring consistent and efficient resolution of customer issues. The post Case Study: Generative AI: Advancing Agent Experiences in the Gig Economy appeared first on IntouchCX.

Coaching 59

Coaching CRM Technology Customer Experience 59

Eptica

OCTOBER 13, 2023

Date: Friday, October 13, 2023 Author: Pauline Ashenden - Demand Generation Manager Improve the agent experience with the right technology Published on: October 13, 2023 Author: Pauline Ashenden - Demand Generation Manager Not only is improving the agent experience in the contact centre good for agents, it’s also good for business.

Technology 62

Technology Best practices Management Customer Service 62

SharpenCX

JUNE 12, 2023

But the pandemic showed us at-home and hybrid models were possible for call center agents. How do you improve the remote agent work experience? About 53% of agents work in an office and 47% work remotely. And when agents feel disconnected, so do customers. Prioritize consistent, helpful agent experiences.

Coaching 67

Coaching Morale Contact center software Call Center 67

Nuance

APRIL 13, 2023

… Rethinking the agent experience, part 1: Boost agent efficiency Read More » The post Rethinking the agent experience, part 1: Boost agent efficiency appeared first on What’s next blog.

Coaching 52

Coaching Contact Center 52

Upstream Works

DECEMBER 20, 2022

There are many areas where emerging applications are poised to make a big impact during 2023, both for improving the agent experience (AX) and for making the customer experience (CX) smarter. AI applications can recognize these distractions and supress them so agents can better focus on their customers. Virtual Agent.

Customer Experience 78

Customer Experience Virtual Agent Contact Center Scripts 78

Upstream Works

NOVEMBER 30, 2022

As pandemic conditions led businesses to shift to work-from-home, many contact centers lacked the capability to properly support remote agents, making their jobs more difficult. Agent morale suffered which led way to rising turnover and the Great Resignation. Intelligent Routing to Subject Matter Experts.

Customer Experience 78

Customer Experience Self service Contact Center Chatbots 78

Nuance

JUNE 7, 2023

… Rethinking the agent experience, part 3: Remove the customer authentication burden Read More » The post Rethinking the agent experience, part 3: Remove the customer authentication burden appeared first on What’s Next blog.

Coaching 82

Coaching Contact Center 82

ShepHyken

MARCH 20, 2020

She shares five different strategies to build a stronger and more effective employee experience. We’ve seen documentation (not naming names) of attrition rates as high as 150%—as in agent positions being hired for more than once a year EACH. Agents need to see and believe you’re for real and you’re invested in their success.

Employee engagement 259

Employee engagement Contact Center Coaching Marketing 259

Upstream Works

NOVEMBER 30, 2022

As pandemic conditions led businesses to shift to work-from-home, many contact centers lacked the capability to properly support remote agents, making their jobs more difficult. Agent morale suffered which led way to rising turnover and the Great Resignation. Intelligent Contact Routing to Subject Matter Experts.

Customer Experience 78

Customer Experience Chatbots Contact Center Morale 78

Upstream Works

JUNE 15, 2022

At a high level, it’s easy to view AI as a silver bullet to help improve customer experience (CX), as well as contact center operations through automation. While automation is clearly a strong benefit for deploying AI applications, customer service is still a personal, human-to-human experience. A Centralized Desktop Portal.

Contact Center 78

Contact Center Analytics Personalization Customer Service 78

ShepHyken

MARCH 20, 2020

She shares five different strategies to build a stronger and more effective employee experience. We’ve seen documentation (not naming names) of attrition rates as high as 150%—as in agent positions being hired for more than once a year EACH. Agents need to see and believe you’re for real and you’re invested in their success.

Employee engagement 205

Employee engagement Contact Center Coaching Marketing 205

Vistio

SEPTEMBER 16, 2022

Customer experience is the difference between attracting and retaining customers or losing them to your competitors. To improve your customer experience, however, you must first look at your agent experience. But how can agents seamlessly deliver if their own experience is full of stress and frustration?

Customer Experience 52

Customer Experience Brand ambassadors Contact Center Call Center 52

ShepHyken

MARCH 20, 2020

She shares five different strategies to build a stronger and more effective employee experience. We’ve seen documentation (not naming names) of attrition rates as high as 150%—as in agent positions being hired for more than once a year EACH. Agents need to see and believe you’re for real and you’re invested in their success.

Employee engagement 183

Employee engagement Contact Center Coaching Marketing 183

Comm100

DECEMBER 1, 2022

Investment into higher education customer experience (CX) is growing – and growing rapidly. They are overlooking a fundamental part of their team: the agents. Customer service agents are the voice of every brand. As a result, agents hold great power over the outcome of a student’s experience.

Education 63

Education Chatbots Personalization Customer Service 63

CSM Magazine

MARCH 7, 2024

Encoded , a leading Payment Service Provider and pioneer of innovative secure payment solutions for contact centres and e-commerce, has announced that business process outsourcing (BPO) specialist Sigma Connected is using Agent Assisted Payments solution. Calls relate predominantly to general customer service and early arrears enquiries.

Customer Experience 52

Customer Experience Business Process Outsourcing outsourcing Interactive Voice Response 52

Vistio

FEBRUARY 13, 2023

Being a call center agent is demanding. Despite their hard work, public perception of agents isn’t always favorable. And within the contact center, leaders don’t always consider agents to be the valuable assets they are. These are the three biggest misconceptions about contact center agents and why they aren’t true.

Customer Experience 52

Customer Experience Scripts Contact Center Call Center 52

Nicereply

JULY 13, 2021

” Companies must set their support agents up for success. As the team that speaks most frequently with customers, they need to have the tools and knowledge to create customer experiences that meet and exceed expectations. One way to prepare your agents to support customers is by allowing them to use your products themselves.

B2B 98

B2B B2C SaaS Technical Support 98

24-7 InTouch

JULY 19, 2023

IntouchCX leads from the future to transform experiences by creating products and solutions that are intently designed to meet the changing needs of customers and front-line employees in an era of convenience. The post Whitepaper: Empowering Agents to Deliver Revolutionized Customer Experiences appeared first on IntouchCX.

Customer Experience 52

Customer Experience Customer Support 52