Agent burnout Chatbots Coaching Technology 
CSM Magazine
OCTOBER 10, 2023
Re-think what AHT means If service is measured by how quickly agents can get customers off the phone or finish a web chat conversation, chances are they are not really listening to the customer. Consider implementing chatbots to handle simple enquiries so agents have more time to devote to complex situations that require an empathetic ear.
CX Global Media
JULY 1, 2017
Lassoing the Wild West Contact Center Technology. Very few people in the contact center industry know technology as well as Lori Bocklund. Obvious Contact Center Agent Burnout Problem Revealed. This technology can eliminate a significant cost burden and has the potential to deliver massive customer experience value.
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Balto
NOVEMBER 2, 2023
Evolution of Contact Centers in Enterprises Contact centers have been there since the 60s, but what started as a simple office model for handling inbound and outbound customer calls has evolved drastically over the years to include omnichannel support that covers email, social media, live chat, and more recently, AI chatbots.
Balto
MARCH 29, 2023
Some common use cases for AI in the contact center industry include routine task automation, real-time language translation, customer interaction analysis, real-time quality assurance, and agent assistance and coaching. This can help you target your coaching and enhance the quality of your customer interactions.
SharpenCX
AUGUST 4, 2020
On top of that, agents often feel responsible for salvaging struggling customer relationships. And, they’re stuck using clunky technology but told to be efficient. Call center agents are trained to remain patient, positive, happy, and helpful. But, it gets tough to maintain these traits when stress and burnout creep in.
CSM Magazine
AUGUST 8, 2023
Involve: in their elevated role of brand guardians, agent opinions really matter so involve them in your customer service strategy or new technology investments. Ask agents what would make a positive difference to their working lives—don’t assume you know. Then apply a little common sense.
Aria Solutions
MARCH 31, 2020
Some common self-service options include: Chatbots. AI-fueled Chatbots can do much more than just answer routine questions. Contact centers are using Chatbots to provide instant answers to common questions, direct queries to the right agents, and reduce call volume. Advanced Tools for Agents to Provide Better Support.
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