Agent burnout Chatbots Gamification Scripts 
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.
CSM Magazine
AUGUST 8, 2023
Empower : give agents greater control over when and where they work along with greater authority to influence customer outcomes. Give them permission to step outside of rigid rules, processes and scripts that dehumanise their participation. Balance the workload: focus on better managing the type of activities agents are undertaking.
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