JustCall

MARCH 7, 2023

Brands have already made the move to upgrade from basic call centers to contact centers for the agility and flexibility that they provide. Addressing this gap between expectation and capacity, contact centers offer extended functionality and better efficiencies. What is a Contact Center?

Contact Center 52

Contact Center Multichannel Contact center software contact center solutions 52

Aria Solutions

MARCH 31, 2020

The 5 Pillars of the Modern Contact Center. To help organizations understand where to start, we defined the 5 pillars a modern contact center should have to deliver the type of experience customers want. Some common self-service options include: Chatbots. Advanced Tools for Agents to Provide Better Support.

Contact Center 62

Contact Center Agent burnout Self service Chatbots 62

Outsource Consultants

JUNE 15, 2022

Contact center agents are on the front lines of this growing problem, answering customer inquiries and giving shipping updates. The Impact on Contact Centers. The Impact on Contact Centers. The Impact on Contact Centers. The Impact on Contact Centers. The Situation.

Automotive 128

Automotive Transportation Contact Center Agent burnout 128

Fonolo

JANUARY 25, 2022

From organizing call center agents to employing the right technology and developing a customer experience strategy, there are plenty of moving pieces in the successful operation of a contact center. Getting all those nuts and bolts to run in perfect harmony is often referred to as call center workforce optimization (WFO).

call center workforce 81

call center workforce Call Center Agent burnout Interactive Voice Response 81

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

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.

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

SmartAction

FEBRUARY 16, 2021

The COVID-19 pandemic has drastically altered the perception and value of the contact center – what was typically viewed as a cost center by business leaders, has quickly become a critical service to consumers. If there is one word that customer-centric organizations are embracing in 2021, it’s empathy.

Virtual Agent 80

Virtual Agent Agent burnout Wait times Chatbots 80

Fonolo

FEBRUARY 19, 2019

Initially, we focused on more technical aspects of the contact center, but over the years we expanded to include more of the human aspects of that industry, and the broader universe of customer service as well. Is there #VoiceShrinkage in the Contact Center? AI is Not Reducing Call Center Agent Employment.

Call Center 62

Call Center Contact Center Agent burnout Gamification 62

Balto

DECEMBER 14, 2022

Improving productivity is one of the biggest challenges modern contact centers face. 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. Text analysis. Speech analytics.

Call Center 52

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

CX Global Media

JULY 1, 2017

This was the buzz at the 2017 ICMI Contact Center Expo. Just like every other industry, to be successful in the contact center industry hinges on your support network. This was the buzz at the 2017 ICMI Contact Center Expo” Click to Tweet. What’s Hot at ICMI Contact Center Expo.

Contact Center 13

Contact Center Agent burnout Interactive Voice Response Chatbots 13

SharpenCX

AUGUST 4, 2020

According to one study, 74% of call center agents are at risk. And, 30% of those folks are at a severe risk for burnout. With burnout rates soaring, contact centers also have some of the highest turnover rates in the country, ranging from 30-45%. These call center burnout stats don’t need to be your reality.

Call Center 67

Call Center Technology Self service Coaching 67

Mindtouch

MARCH 28, 2018

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. Many customers still want to talk to a human being.

First call resolution 48

First call resolution Contact Center Chatbots Call Center 48

CSM Magazine

AUGUST 8, 2023

Balance the workload: focus on better managing the type of activities agents are undertaking. 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. References – State of the Contact Center 2022.

Employee engagement 52

Employee engagement Agent burnout Gamification Analytics 52