Connect

APRIL 18, 2024

The technology can also boost agent productivity with automation, real-time guidance, and performance coaching and enhance operational efficiency by reducing costs, optimising resources, and enabling data-driven decisions. However, Gen AI is not a plug-and-play solution.

Virtual Agent 88

Virtual Agent Chatbots Average Handle Time Engineering 88

Playvox

APRIL 4, 2023

The study also revealed that customers are turning to digital channels to complain more often than phone calls, with 32% of customers surveyed sharing their complaints on social media. But the gap between how managers view feedback and how employees see it simply isn’t good for agent morale and mindset.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Playvox

FEBRUARY 1, 2024

The whole story—the one necessary to make informed decisions about measurable CX improvements—doesn’t come from multiple-choice answers in a customer survey or comments shared after a single interaction. Add online surveys, comment fields, and customer satisfaction surveys ( CSAT ) to provide additional color to your sentiment analysis.

Contact Center 93

Contact Center Best practices Surveys Feedback 93