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

CX Global Media

JULY 1, 2017

Obvious Contact Center Agent Burnout Problem Revealed. If you stop and think about contact center agent burnout and turnover problems, why have you not considered musculoskeletal disorders (MSDs)? Is your chatbot contact center smart? These Two Little Tips are Making Contact Centers Rich.

Contact Center 13

Contact Center Agent burnout Interactive Voice Response Chatbots 13

Fonolo

JANUARY 25, 2022

Having more or less staff at the right times can decrease overall contact center costs, improve agent productivity by decreasing burnout potential , decrease wait-times for customers, and more. 5 Tips to Prevent Call Center Agent Burnout Before it Begins. Agent onboarding and training. AI chatbots.

call center workforce 81

call center workforce Call Center Agent burnout Interactive Voice Response 81

CSM Magazine

AUGUST 8, 2023

Discover the secret to agent wellbeing in your contact centre with hints and tips that work. 5 Common Sense Tips for Driving Employee Engagement 1. Involve: in their elevated role of brand guardians, agent opinions really matter so involve them in your customer service strategy or new technology investments.

Employee engagement 52

Employee engagement Agent burnout Gamification Analytics 52

Fonolo

FEBRUARY 19, 2019

We tip our hat to the managers that face the day-to-day challenge of hiring agents and keeping them in good spirits. Telltale Signs: How to Identify Call Center Agent Burnout. Keeping AI and Chatbots in Perspective. How to Think about Chatbots in a Big Picture Kinda Way. Customer Experience Trends.

Call Center 62

Call Center Contact Center Agent burnout Gamification 62

SharpenCX

AUGUST 4, 2020

Fighting Call Center Burnout With These Three Tech Trends: 1. According to Salesforce, about 23% of service organizations use automation and chatbots today and 53% expect to do so by 2020. Use it to automate scheduling your agents, route coaching lessons to your team, and even alert you to KPI thresholds that need attention.

Call Center 67

Call Center Technology Self service Coaching 67