Mindtouch

FEBRUARY 6, 2018

Despite the proliferation of new support channels and technology, agent turnover remains the number one problem for contact centers. It’s not a problem to be ignored: agent burnout can diminish call center morale and negatively impact customer support KPIs like CSAT and NPS. Use Chatbots.

Agent burnout 54

Agent burnout Self service Call Center Morale 54

Comm100

OCTOBER 10, 2022

The life of chatbots in customer service has been turbulent. However, as bot technology has rapidly improved, so too has organizations’ readiness to adopt chatbots in their customer service operations. So let’s jump straight in to our first chatbot example. Offering 24/7 support. Reducing repetitive work.

Chatbots 81

Chatbots Customer Service Self service Agent burnout 81

bold360 Blog

OCTOBER 17, 2019

And by “the right kind” we mean a chatbot with Natural Language Processing (NLP) capabilities that can quickly and accurately recognize customer intent and context, rather than reacting only to very specific phrases and keywords that customers may or may not use. Liberate your agents and make chatbots do the work.

Self service 40

Self service Customer Support Agent burnout Chatbots 40

Mindtouch

MARCH 28, 2018

Despite new trends like automated support and chatbots , the human element remains a cornerstone of customer support. Many customers still want to talk to a human being. Still, it’s crucial that we equip our agents to deliver a high-quality customer service experience. Easier said than done, true.

First call resolution 48

First call resolution Contact Center Chatbots Call Center 48

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. Agents can query chatbots the same way a customer would.

Chatbots 54

Chatbots Real estate Contact Center Self service 54

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