CSM Magazine

AUGUST 8, 2023

One of the positives to come out of the pandemic is that it made every customer service department think more about the wellbeing of employees than ever before. It’s a welcome shift because for most contact centre managers, agent stress is the biggest labour issue on their minds and it’s diminishing the customer experience (CX).

Employee engagement 52

Employee engagement Agent burnout Gamification Analytics 52

Balto

NOVEMBER 2, 2023

They also provide you with actionable insights that drive your decision-making and help you build a customer-first culture in your contact center. Providing a seamless customer experience is a pressing challenge that many contact centers are still struggling with.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

Hodusoft

AUGUST 9, 2023

Ownership and control Loss of control is probably the biggest pain point of organizations that outsource customer service to BPOs and third-party service providers (that use single-tenant software.) But multi-tenant contact center software can enable organizations to log in to their BPOs’ portals and see live reports and data of agents.

Contact center software 52

Contact center software Contact Center Customer Service Agent burnout 52

Fonolo

FEBRUARY 19, 2019

Why You Should Empower Your Customer Service Team. Telltale Signs: How to Identify Call Center Agent Burnout. Customer Experience Trends. The contact center really just one component of the bigger world of customer service or customer experience. Keeping AI and Chatbots in Perspective.

Call Center 62

Call Center Contact Center Agent burnout Gamification 62