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. About the Author Magnus Geverts is VP Product Marketing at Calabrio.

Agent burnout 52

Agent burnout Analytics Gamification Coaching 52

Playvox

OCTOBER 19, 2021

Anecdotally, even the promise of substantially higher contact center agent salaries isn’t resulting in the number of qualified hires call centers need to fully staff up. With the holiday rush looming, an agent shortage could be detrimental to business. Increased agent burnout.

Contact Center 73

Contact Center Management Agent burnout Interactive Voice Response 73

Solvvy

JUNE 30, 2021

Unlike call centers, “regular business hours” don’t limit when customers can receive assistance. For instance, as the number of self-serviced resolutions increase, so do your quantifiable cost savings. Customer support agents play an enormous role in ensuring a positive customer experience.

Chatbots 62

Chatbots Metrics Customer Support Agent burnout 62

SmartAction

DECEMBER 15, 2021

With easily scalable virtual agents, hold times are eliminated. to self-service for over 100 types of interactions, from the most common to the most nuanced. A live agent deals with anything handled outside of self-service. Those customer service reps have an assistant within the virtual agent.

Contact Center 78

Contact Center Virtual Agent Agent burnout Self service 78

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? Good for the agent, good for the customer.

Agent burnout 59

Agent burnout Customer Support Self service First call resolution 59

JustCall

MARCH 7, 2023

Introduction Customers expect the brand they shop with to be more proactive and responsive in reaching out and speaking with them; 93% of service professionals say that customer expectations have increased drastically as compared to previous years. How Does a Contact Center Work? What Do You Need: A Call Center or Contact Center?

Contact Center 52

Contact Center Multichannel Contact center software contact center solutions 52

Robert Davis

APRIL 5, 2018

The rise in digital channels over the past decade has had a profound effect on service and sales operations. Corporate enterprises have been successful at deflecting inbound calls to self-service channels to save costs, but in doing so, they also have been losing out on opportunities to up-sell and cross-sell customers.

Telemarketing 48

Telemarketing Outbound sales outsourcing Quality calibration 48

Robert C. Davis and Associates

APRIL 5, 2018

The rise in digital channels over the past decade has had a profound effect on service and sales operations. Corporate enterprises have been successful at deflecting inbound calls to self-service channels to save costs, but in doing so, they also have been losing out on opportunities to up-sell and cross-sell customers.

Telemarketing 40

Telemarketing Outbound sales outsourcing Quality calibration 40

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.

Chatbots 90

Chatbots Brand ambassadors Agent burnout Complaint resolution 90

Babelforce

NOVEMBER 25, 2021

With this in mind, here are the ten call center metrics that many experts agree are absolutely vital. They’re enough to provide insight into all aspects of your contact center – from efficiency to customer experience and agent productivity – without overwhelming you with data. Top Ten Call Center Metrics. #1

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Balto

DECEMBER 14, 2022

There are many things you can do to make your call center more productive, like motivating your agents, equipping them with technological solutions, and implementing self-service options. What Is Call Center Productivity? How to Calculate and Measure Call Center Agent Productivity.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

SharpenCX

AUGUST 4, 2020

As a call center agent, a day of work can be like whiplash. Something goes awry and they’re swamped with back to back phone calls from angry customers. On top of that, agents often feel responsible for salvaging struggling customer relationships. According to one study, 74% of call center agents are at risk.

Call Center 67

Call Center Technology Self service Coaching 67

Balto

FEBRUARY 6, 2023

We are in the midst of a loneliness epidemic , and consumers know that a helpful human is only a phone call away at any time. 2021 Contact Center Agent Survey Report – Balto Ai. We Surveyed 500 Managers About Call Center Coaching. What Does the Contact Center of 2030 Look Like? Sources Balto.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Babelforce

JULY 29, 2021

But every so often you should do yourself a big favor and shake up the call center KPIs your measure. For example, a low AHT is a sign of fast service, but it’s not much use if customers aren’t satisfied with the help they receive. 21 essential call center KPIs. #1 10 Call transfer rate (CTR).

Call Center 52

Call Center Abandon rate Contact Center Agent burnout 52

NobelBiz

FEBRUARY 21, 2023

Call centers must implement an ideal client experience more than before to differentiate themselves. This is where the need for better management of callbacks in contact centers emanates. One solution to this problem is to increase the capacity of call center agents. What is a call center callback option ?

Best practices 52

Best practices Contact Center Abandon rate Management 52

Balto

NOVEMBER 2, 2023

These inefficiencies can be a result of low agent morale, high turnover rates, agent burnout, and a lack of self-service channels. For example, using AI to automate mundane tasks can significantly free up your agents’ time, which can help your agents stay motivated and reduce agent burnout.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

Balto

MARCH 29, 2023

Cost Reduction AI enables cost savings in many areas and operations of a contact center. For example, using AI to provide self-service channels for your customers, such as AI chatbots, can help you significantly cut labor costs.

Contact Center 52

Contact Center Interactive Voice Response Coaching Virtual Agent 52

Aria Solutions

MARCH 31, 2020

The global call center market is predicted to grow to $481 billion by 2024 , propelled by the need for businesses to deliver customer-focused services. On-Demand Self-Service Model for Customers. One of the best things you can do for your customers and your support team is to beef up your self-service tools.

Contact Center 62

Contact Center Agent burnout Self service Chatbots 62

Hodusoft

AUGUST 9, 2023

That’s why, it’s not surprising to find, many BPOs and contact centers are doing whatever they can to increase their first call resolution rate. Here’s where multi-tenant contact center software can come in handy. Other self-service solutions can enable callers to resolve their issues by themselves without taking anyone’s help.

Contact center software 52

Contact center software Contact Center Customer Service Agent burnout 52

Sykes

DECEMBER 14, 2017

The most important steps insurers can take to get their call centers ready are: Provide agents with effective, adaptive training and personal support. Happy and supported service agents are more likely to deliver an Exceptional Member Experience. Embrace multiple service channels. Social networks.

Agent burnout 40

Agent burnout Healthcare Wait times Self service 40

Sykes

DECEMBER 14, 2017

The most important steps insurers can take to get their call centers ready are: Provide agents with effective, adaptive training and personal support. Happy and supported service agents are more likely to deliver an Exceptional Member Experience. Embrace multiple service channels. Social networks.

Agent burnout 40

Agent burnout Healthcare Wait times Self service 40

Noble Systems

OCTOBER 21, 2020

ACDs are commonly used in call centers to help companies handle large volumes of calls. As the first line of interaction for customers calling a company, the ACD software is a vital piece of an organization’s technology. The ACD is the heart of system, answering calls and then figuring out what to do next.

First call resolution 57

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

aircall

OCTOBER 31, 2016

Customer support channels include phone support, email, live chat, social media, forums, self-service knowledge bases, etc. For instance, a competitor may boast an enviable customer service channel such as a self-service video FAQ, a message board, or a sleek helpdesk. Customer service is everyone’s job.

outsourcing 48

outsourcing Multichannel Agent burnout Self service 48