bold360 Blog
OCTOBER 17, 2019
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. Liberate your agents and make chatbots do the work. The post 5 Customer Support Issues You Could Have Handled with Self-Service?
Nicereply
MAY 28, 2019
All those factors can combine to cause agent burnout. If you’re not familiar with the term, agent burnout refers to when someone starts feeling cynical, disengaged, overwhelmed, and even depressed as a side effect of overworking. Outside of the negative effects on your agents, burnout also impacts your business.
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Playvox
JANUARY 11, 2024
The key functions of contact center workforce management are: Long-term capacity planning Interaction volume forecasting Staff scheduling Intraday management Historically call center managers maintained spreadsheets for agent forecasting and scheduling. But getting to this nirvana is no picnic. Does your spreadsheet do all that?
Playvox
JULY 31, 2023
Concurrent interactions were never a requirement in voice-only environments, but accounting for them helps you achieve greater economies of scale. Engaging and empowering customer support center agents is as important as ever, so allow them to handle things themselves when they need to request annual leave or shift swaps.
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.
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. . Beyond that, it’s important to communicate clearly to customer support agents what you expect of them.
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.
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