5 Ways to Avoid Agent Burnout Through Customer Self-Service


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. Not to mention how expensive it is to constantly hire and train new agents. Yet some of the most effective ways to prevent agent turnover have little to do with agents at all.

3 Ways Chatbots Assist the Agent Experience


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.

5 Benefits of Improving Agent Productivity


Despite new trends like automated support and chatbots , the human element remains a cornerstone of customer support. And when those customers do inevitably call in to the contact center, it’s important that they’re met by a prompt, knowledgeable, and efficient agent. Still, it’s crucial that we equip our agents to deliver a high-quality customer service experience. Some call it agent enablement, others call it agent productivity.

CX Trends You Need to Watch in 2018 [White paper]


3) What technologies are hindering us and complicating the lives of both agents and clients? Not only does this lessen the chance of customers having to repeat themselves, it also provides rich consumer data to agents ahead of time. 2018 is game time.

Study: The Health of the Contact Center

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. Every day, contact center agents act as brand ambassadors during their hundreds, if not thousands, of customer. 4SECTION 1 AGENTS CARRY THE. Agents.

This is our 1000th Post! A Look Back at Our Greatest Hits


AI is Not Reducing Call Center Agent Employment. One of the biggest trends in customer service is the use of text-based channels for communicating with agents. Call Center Agent Culture. Telltale Signs: How to Identify Call Center Agent Burnout. Investing in Agents.