SmartAction

JUNE 27, 2023

Increased Agent Workload: Rising customer expectations can overwhelm your agents. Automating repetitive tasks prevents agent burnout, increases productivity, and reduces turnover rates. Watch Now BLOG What is Conversational AI? Waiting means falling behind your competitors who have embraced automation.

Contact Center 80

Contact Center Virtual Agent Agent burnout Self service 80

CCNG

MARCH 8, 2023

As soon as an agent starts “just going through the motions” rather than engaging with customers, interaction quality plummets—and so do customer satisfaction scores. In this blog post, we're discussing how to recognize warning signs and prevent contact center agent apathy before it affects performance metrics (and profits!).

Morale 195

Morale Contact Center CCNG Agent burnout 195

Mindtouch

MARCH 16, 2018

Regardless of the reason, an unhappy group of support agents can make for unhappy customers and seriously impact customer experience KPIs. Wherever you find agent burnout, dissatisfied customers are not far away. What makes customer support agents unhappy? Inadequate tools and resources.

Agent burnout 59

Agent burnout Customer Support Self service First call resolution 59

Mindtouch

MAY 31, 2018

In the never ending quest to reduce support costs, finding ways to limit agent burnout and high turnover rates are common targets. The same factors contributing to agent burnout and turnover might also be causing customers to turn away. Often, the obstacles faced by support agents are shared by customers.

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Agent burnout Call Center Customer Support Customer Experience 63

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.

Agent burnout 76

Agent burnout Metrics Feedback Surveys 76

JustCall

APRIL 3, 2024

This blog unlocks the secrets of using IVR automation with JustCall to handle high call volume with ease and free up your agents for what matters most! Without implementing flexible scheduling options, such as alternate shifts or remote work arrangements, you cannot ensure that all time zones are covered while preventing agent burnout.

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

Fonolo

AUGUST 15, 2023

Agents need time to take a breath and collect their thoughts between calls; If they don't get it, their performance suffers, followed by higher absenteeism and, eventually, agent attrition. Consider an agent who is engaged in call-related work for 45 minutes during a 60 minute period. This is a tricky one.

Call Center 67

Call Center Schedule adherence Agent burnout Contact Center 67

Outsource Consultants

JANUARY 17, 2018

The big issue call center agents face, according to Kraus, is cognitive load. This happens when the fatigue of providing empathy combines with the mental drain of the constant menial job tasks, which causes the gradual agent burnout no matter how naturally inclined towards customer service they are.

Call Center 52

Call Center Agent burnout outsourcing Contact Center 52

Nicereply

NOVEMBER 10, 2020

Read more: How to prevent agent burnout. appeared first on Customer Happiness Blog. One common approach is to have a block of “core hours” (let’s say 10-2) where everyone is expected to be in the office, but then allow employees to choose when they work the other four hours of their day. Recognition: Most everyone works hard.

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Agent burnout Finance Advertising Personalization 98

bold360 Blog

OCTOBER 17, 2019

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. appeared first on Bold360 Blog. or “Does X product come with a warranty?” are totally something a chatbot with natural language processing capabilities can handle.

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Self service Customer Support Agent burnout Chatbots 40

Comm100

OCTOBER 10, 2022

In this blog, we’ll look at some of the best chatbot examples across industries, revealing how organizations are using automation and the benefits each brings. While these queries can easily lead to agent burnout, they also use up valuable agent time. So let’s jump straight in to our first chatbot example.

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Chatbots Customer Service Self service Agent burnout 81

SmartAction

DECEMBER 15, 2021

By starting your conversations with AI , live agents can do what they’re meant to do — handle the interactions that require a human touch. AI takes the brunt of the repetitive nature that contributes to customer service agent burnout. A bonus is the fact that customers skip the repetition as well.

Contact Center 76

Contact Center Virtual Agent Agent burnout Self service 76

Nicereply

SEPTEMBER 6, 2022

That’s why we’ve rounded up this handy list, so you have all top customer support blogs published (so far) in 2022 in one accessible place. Most of these blogs allow you to subscribe to their newsletters and publish new content regularly. 2022’s top customer service blogs. 2022’s top customer service blogs.

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Customer Service Complaint resolution Agent burnout Customer Support 97

SmartAction

FEBRUARY 16, 2021

According to Salesforce, 64% of agents with AI chatbots are able to spend most of their time solving complex problems, versus 50% of agents without AI chatbots. By working in tandem and playing to each party’s strengths, a hybrid workforce can reduce agent burnout and significantly improve the customer experience.

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Virtual Agent Agent burnout Wait times Chatbots 80

Nicereply

JULY 27, 2021

Over time, this allows you to maintain a healthy team by reducing the chances of agent burnout and keeping your budget at levels that executives love to see. appeared first on Customer Happiness Blog. Every support leader must understand the load their team can cover within the SLA expectations you have set.

Customer Service 98

Customer Service Agent burnout Average Handle Time Education 98

Contact Center Pipeline

AUGUST 30, 2019

If you missed any of the informative posts on the Pipeline blog this month, take a few minutes to browse and catch up on the […]. Millions of students returned to the classroom in August, which is National Back to School Month in the United States. In the contact center world, learning takes place every day.

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Contact Center Agent burnout Call Center Customer Experience 164

Mindtouch

APRIL 9, 2018

High support case volume and agent burnout. The post A Self-Service Experience Well Worth the Click appeared first on MindTouch Blog. The value of a low-effort web self-service experience cannot be underestimated. Well, it can, but we don’t recommend it. The consequences can be costly. Scary stuff.

Self service 48

Self service Agent burnout Engineering Customer Experience 48

Monet Software

NOVEMBER 11, 2020

Some immediate relief may be achieved with the suggestions above but true recovery from burnout can take weeks or longer to achieve. Even the most employee-centric contact centers must confront agent burnout occasionally. Prevention is the Best Medicine.

Morale 100

Morale Agent burnout Contact Center Coaching 100

Toister Performance Solutions

DECEMBER 19, 2017

Share this blog post with employees and discuss it. My study on contact center agent burnout revealed a few factors that can lesson the risk. Burnout risk goes down when employees believe their company is customer-focused. Try to keep employee schedules as predictable as possible. Schedule holiday parties in January.

Customer Service 75

Customer Service Agent burnout Contact Center 75

Anexa BPO

AUGUST 11, 2022

The post CX Agent Burnout – How to Deal first appeared on Anexa BPO. Anexa can provide your company with the opportunity to create and sustain meaningful customer relationships that drive your brand, while allowing you to focus on the core activities that strengthen your operations.

Agent burnout 52

Agent burnout outsourcing Customer centricity voip 52

Global Response

AUGUST 7, 2023

With consistent and honest feedback from your team, you can understand the biggest reasons for agent burnout, churn and dissatisfaction, and overcome these challenges in creating a more positive call center culture. In any case, this is why having open and honest communication and feedback channels from employees is so necessary.

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

Fonolo

NOVEMBER 15, 2017

The customer service profession is known for high turnover rates and agent burnout, however, some professionals greatly excel in this line of work, and show tremendous aptitude for delivering excellent customer care. Google Hangout: How to Deliver Great Customer Service in a Crisis.

Customer Service 100

Customer Service Agent burnout Best practices Call Center 100

Talkdesk

APRIL 29, 2016

First things first: You’re here on this blog post because for a moment, maybe just a fleeting one, you were thinking about leaving your call center software. An intuitive interface may cost more, but it will prevent agent burnout and reduce orientation times in the long run. In this post, consider me your closest friend.

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call center software Call Center call center solutions Agent burnout 40

Fonolo

NOVEMBER 3, 2015

Agents need time to take a breath and collect their thoughts between calls; If they don’t get it, their performance suffers, followed by higher absenteeism and, eventually, agent attrition. Keeping a close eye on the occupancy rate allows contact center managers to prevent agent burnout.

Call Center 52

Call Center Average Handle Time Schedule adherence Agent burnout 52

aircall

DECEMBER 28, 2020

Support agent burnout. The post How to Properly Scale a Distributed Team appeared first on Aircall Blog. The right cloud phone system and software integrations for your business will help you be agile and responsive. . Abandoned calls. Missed sales. Increased turnover. Longstanding unresolved problems. Customer complaints.

Analytics 62

Analytics Call Center Agent burnout Metrics 62

Toister Performance Solutions

MARCH 16, 2023

Team Remote touts the cost savings, flexibility, and improved quality of life that comes from having agents work remotely. Here’s some good news for Team Remote: your agents report having better bosses. In early 2023, I launched a study on contact center agent burnout. This was an accidental discovery. It was a dead end.

Contact Center 82

Contact Center Agent burnout Feedback Call Center 82

Mindtouch

MARCH 28, 2018

See How MindTouch Makes Agents More Productive. The post 5 Benefits of Improving Agent Productivity appeared first on MindTouch Blog. Empower them to do what is necessary to solve a problem. Learn More.

First call resolution 48

First call resolution Contact Center Chatbots Call Center 48

Balto

NOVEMBER 2, 2023

In this blog, we’ll uncover the value of modern contact center solutions for enterprises, how they seamlessly integrate into your ecosystem, and why you can’t afford to ignore them. These inefficiencies can be a result of low agent morale, high turnover rates, agent burnout, and a lack of self-service channels.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

Comm100

FEBRUARY 21, 2023

This blog will reveal why more and more organizations are adopting AI by highlighting the key benefits of AI in customer service. Introducing an AI chatbot can help to improve agent workloads by handling the repetitive questions that often lead to agent burnout. So why all this interest?

Customer Service 66

Customer Service Chatbots Agent burnout Wait times 66

CSM Magazine

AUGUST 8, 2023

While chatbots and Robotic Process Automation (RPA) help by automating simple or mundane activities, agents increasingly face a barrage of more complex and/or emotional interactions. Over the course of a single shift, the risk of agent burnout grows with a negative impact on mental wellbeing.

Employee engagement 52

Employee engagement Agent burnout Gamification Analytics 52

Hodusoft

AUGUST 9, 2023

In this blog post we have discussed the benefits of multi-tenant contact center software for both BPOs and their clients and how it enhances customer service operations. Avoid agent burnout Agent burnout is a serious issue in the contact center industry. What is Multi-tenant Contact Center Software?

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Contact center software Contact Center Customer Service Agent burnout 52

Fonolo

FEBRUARY 19, 2019

It’s hard to believe, but the WordPress dashboard doesn’t lie: This is our 1000 th blog post! From the very beginning, we knew we didn’t want the blog to just be a tool for self-promotion. Too many company blogs are filled with recycled press releases and thinly-veiled cheer-leading. Call Center Agent Culture.

Call Center 62

Call Center Contact Center Agent burnout Gamification 62

Mindtouch

DECEMBER 18, 2018

At times, the growing ubiquity of chatbot technology casts a long shadow on the world of contact center agents. The IBM Watson Blog , for one, estimates that “85% of all customer interactions will be handled without a human agent” by the year 2020. The forecasts from analysts and industry experts can be downright hair raising.

Chatbots 54

Chatbots Real estate Contact Center Self service 54

Noble Systems

OCTOBER 21, 2020

Keeping agents and customers satisfied is critical in today’s fast-paced environments. An ACD that helps you automate tasks can reduce agent burnout, free resources for more complex tasks, and provide faster service for customers. Blog: Call Center Software 101: Introduction to Customer Contact Technology.

First call resolution 57

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

aircall

OCTOBER 31, 2016

This is a recipe for agent burnout , and for an unsuccessful and unsustainable strategy. The post How to Implement a Precise and Effective Omnichannel Strategy appeared first on Customer Experience & Cloud Call Center | Aircall Blog. This means employing people to strictly work over email or over the phone.

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outsourcing Multichannel Agent burnout Self service 48