Agent burnout Chatbots Customer Experience Customer Service 
Solvvy
JUNE 30, 2021
A customer’s interactions with a brand drives their entire perception of a business, and as most businesses can attest, each and every customer experience can leave long lasting effects. So how can you get a sense of the customer experience you’re delivering? EST, so why make customers wait?
ShepHyken
APRIL 10, 2023
Each week, I read many customer service and customer experience articles from various resources. Customer Experience Is Everyone’s Responsibility by Rebecca Hinds and Sarang Gupta (Harvard Business Review) In today’s digital-first world, achieving great customer experiences is more challenging than ever.
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Outsource Consultants
JANUARY 3, 2024
Many juggled the challenge of maintaining existing morale while migrating more agents back to the office ; while others simply wanted to ensure their agents stayed engaged. Outcome: Spot On Agent burnout was rampant in call centers throughout 2023 , with 32% of centers not actively monitoring for it.
SmartAction
FEBRUARY 16, 2021
In the battle to maintain customers’ loyalty and drive repeat business, many brands leverage customer satisfaction as a competitive advantage. The caveat though, is that delivering a stellar customer experience – especially in retail, hospitality, and healthcare sectors – can be prohibitively expensive to scale.
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What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.
Fonolo
JUNE 14, 2018
It’s time to look at your customers as teammates rather than as opponents. It’s time to reboot your customer experience game. Here is the reality: A poor (or even worse, unmemorable) customer experience (CX) has led to a resounding “Game Over” for many businesses in the last few years. 2018 is game time.
bold360 Blog
OCTOBER 17, 2019
Below are five examples of routine questions that the right kind of self-service solution can handle. In-depth questions about products, like specific features, or advice on which product to choose, are best handled by customer service agents. Liberate your agents and make chatbots do the work.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
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