Playvox

OCTOBER 19, 2021

Managers who want to meet customer demands will typically ask their agents to work more hours. Increased agent burnout. Working extra overtime hours and handling back-to-back interactions all day long can quickly lead to agent burnout, especially if customers are frustrated about long wait times and take it out on agents.

Contact Center 73

Contact Center Management Agent burnout Interactive Voice Response 73

bold360 Blog

OCTOBER 17, 2019

In-depth questions about products, like specific features, or advice on which product to choose, are best handled by customer service agents. account questions. This is the stuff of customer service agent burnout—those routine account questions that come up hour after hour after hour after…you get the picture.

Self service 40

Self service Customer Support Agent burnout Chatbots 40

Playvox

JULY 31, 2023

Improved Efficiency Getting your staffing levels right and creating a balanced workload across all of your customer service channels is crucial. Concurrent interactions were never a requirement in voice-only environments, but accounting for them helps you achieve greater economies of scale.

Self service 85

Self service Management Coaching Contact Center 85

Playvox

JANUARY 11, 2024

As customer interactions and support have become more complex, and contact centers provide omnichannel support, call center leaders need a better way to maximize agent performance, gain operational efficiencies, and deliver an outstanding customer service experience. Does your spreadsheet do all that?

Call Center 52

Call Center Schedule adherence call center workforce Management 52

SharpenCX

APRIL 29, 2020

Apply the increase to your peak season in 2020, and you can forecast at least 2500 interactions per day (without accounting for any other business changes). To keep your team engaged and performing at their best, your agents need to be coached daily. Often, WFM will cancel scheduled agent coaching sessions when volume spikes.

Coaching 76

Coaching Management Contact Center Morale 76

Fonolo

JUNE 14, 2018

Offering technology that eases the lives of customers, and acknowledges their increasingly mobile, digital lives: Providing online self-service; the ability to review your business efficiently via short online surveys; and offering chatbots for Q&As are a handful of ways to adapt your business to emerging digital channels.

Chatbots 90

Chatbots Brand ambassadors Agent burnout Complaint resolution 90

Nicereply

SEPTEMBER 6, 2022

A roundup of the best customer service articles from 2022—to help you learn something new, revisit long-standing topics, or simply enjoy. Achieving stellar customer support is a moving target, involving a mix of strategy, processes, policies, analytics, and even a little art. 2022’s top customer service blogs.

Customer Service 97

Customer Service Complaint resolution Agent burnout Customer Support 97

aircall

DECEMBER 28, 2020

Beyond that, all employees have a responsibility to communicate well and to be accountable. Automatic ticketing is one of the tools that will help you document your team’s actions and hold the right team members accountable. . Support agent burnout. Customer complaints. 1) Analytics. 5) Ownership. Missed sales.

Call Center 62

Call Center Analytics Agent burnout Metrics 62

Hodusoft

AUGUST 9, 2023

Improving Customer Service in BPOs with Multi-Tenant Contact Center Software Noted management guru Peter F. It isn’t surprising to see that many small, medium, and large businesses outsource their customer service to BPOs. Just imagine you are a business owner who is considering outsourcing customer service.

Contact center software 52

Contact center software Contact Center Customer Service Agent burnout 52

Comm100

FEBRUARY 21, 2023

There’s no question that the use of AI in customer service is on the rise. It’s estimated that by 2026, 1 in 10 agent interactions will be automated , saving $80 billion in labor costs. This blog will reveal why more and more organizations are adopting AI by highlighting the key benefits of AI in customer service.

Customer Service 69

Customer Service Chatbots Agent burnout Wait times 69

SharpenCX

JULY 2, 2020

adults turn to channels like chat, social and self-service before picking up the phone to call customer service. Picking up a phone and dialing a customer service line takes longer than that on its own. Add on the time customers spend waiting in a queue (even just two minutes), and frustration only grows.

Contact Center 76

Contact Center Customer Experience Agent burnout CRM 76

SharpenCX

AUGUST 4, 2020

Let’s say a customer calls with a complaint about their account settings and wants to reset their password. Rather than send the customer straight to an agent, you set conversation triggers for words related to your most common questions, like “password.” Use Omnichannel Customer Service to Create a Simplified Journey.

Call Center 67

Call Center Technology Self service Coaching 67

Sykes

DECEMBER 14, 2017

During last year’s open enrollment period, many health insurance companies experienced issues with their customer service that negatively impacted member retention and conversion rates. Are your agents able to accurately address questions about the coming year’s coverage, or do inquiries go unanswered?

Agent burnout 40

Agent burnout Healthcare Wait times Self service 40

Sykes

DECEMBER 14, 2017

During last year’s open enrollment period, many health insurance companies experienced issues with their customer service that negatively impacted member retention and conversion rates. Are your agents able to accurately address questions about the coming year’s coverage, or do inquiries go unanswered?

Agent burnout 40

Agent burnout Healthcare Wait times Self service 40

Babelforce

JULY 29, 2021

This is a great metric for measuring customer sentiment – specifically, how likely they are to recommend your services to others. The NPS measurement isn’t complicated… it is long-winded, so you can find a full account here. 16 Customer satisfaction (CSat). . #19 19 Average idle time.

Call Center 52

Call Center Abandon rate Contact Center Agent burnout 52

Noble Systems

OCTOBER 21, 2020

As the first line of interaction for customers calling a company, the ACD software is a vital piece of an organization’s technology. The ACD can help maximize customer service and improve the productivity of incoming customer contacts, especially when designed with the features and tools that are essential to inbound services.

First call resolution 57

First call resolution Call Center Interactive Voice Response call center software 57