Agent burnout Average Handle Time Marketing Self service 
Outsource Consultants
JANUARY 3, 2024
Many juggled the challenge of maintaining existing morale while migrating more agents back to the office ; while others simply wanted to ensure their agents stayed engaged. Outcome: Spot On Agent burnout was rampant in call centers throughout 2023 , with 32% of centers not actively monitoring for it.
JustCall
APRIL 3, 2024
Marketing campaigns – Successful marketing initiatives may lead to an uptick in customer engagement. Individuals can connect over the phone to learn more about products, services, special offers, and discounts. Reduced wait time is directly proportional to happy customers and more sales.
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Playvox
OCTOBER 19, 2021
If you’re a contact center professional, you’re probably feeling the pain of agent staffing shortages. Due to the pandemic, we’re experiencing an unusual dynamic in the labor market right now. Managers who want to meet customer demands will typically ask their agents to work more hours. Increased agent burnout.
JustCall
MARCH 7, 2023
Let’s begin with these six components of contact centers: Hardware and software Data tracking, monitoring, analysis Scripts and messaging templates Self-service Cloud-based contact centers Superstar call agents These components facilitate the contact center process in three steps, as discussed below.
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What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.
Balto
MARCH 29, 2023
Conversation Augmentation As the company’s representative explains the issue to the human agent on the phone, an AI-enabled virtual agent is simultaneously listening to the call and pulling out key terms with Natural Language Processing (NLP) to quickly identify the possible causes of downtime and even propose solutions.
NobelBiz
FEBRUARY 21, 2023
And the best practices and tips for managing callbacks Agents proposing the best product or service is no longer a sure bet for success. It is essential to understand how to stand out in a market where competition is becoming increasingly fierce and how to provide a memorable customer experience.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
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