CSM Magazine

JANUARY 25, 2023

Magnus Geverts shares his top tips for beating agent burnout—and the competition—in 2023. Great news for businesses that rely on the festive season to tide them over during the leaner months but extremely stressful for agents in contact centres. Next, rethink flexibility—what does it mean for your agents in 2023?

Agent burnout 52

Agent burnout Analytics Gamification Coaching 52

JustCall

NOVEMBER 22, 2023

Many growing businesses are struggling with this very hidden blocker that’s making it hard for their agents to work efficiently. It’s called the “agent tech stack mess”. The agent tech stack mess primarily breeds agent burnout. However, they don’t need more tools instead better coaching.

Agent burnout 52

Agent burnout Upselling Coaching Contact center software 52

Hodusoft

AUGUST 9, 2023

With the first option, you get the choice of logging into your analytics and getting real-time reports on various Key Result Areas (KRAs) and Key Performance Indicators (KPIs.) Business owners just need to log in to their dashboards and get all real-time analytics and generate reports with just a few clicks of a button.

Contact center software 52

Contact center software Contact Center Customer Service Agent burnout 52

Aria Solutions

MARCH 31, 2020

Contact centers are using Chatbots to provide instant answers to common questions, direct queries to the right agents, and reduce call volume. Whether it’s an FAQ, an in-depth library of How-Tos, or video tutorials, customers are more interested in getting answers than talking to a person. AI & Predictive Analytics.

Contact Center 62

Contact Center Agent burnout Self service Chatbots 62

CSM Magazine

AUGUST 8, 2023

Ask agents what would make a positive difference to their working lives—don’t assume you know. VoE tools such as speech analytics dynamically capture how agents are feeling and are a powerful way to collect indirect feedback, such as signs of frustration or fatigue.

Employee engagement 52

Employee engagement Agent burnout Gamification Analytics 52

Playvox

APRIL 27, 2023

Synchronous engagement channels include: Voice Live chat Video chat Real-time messaging In an asynchronous channel, people interact without concurrently engaging in an active conversation. Address all challenges that come up — for customers and agents. Agents won’t burn out trying to channel jump to satisfy needs.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52