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Why AHTs Still Matter and 5 Ways to Improve Them

CSM Magazine

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.

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2017 Conference Recap: ICMI Contact Center Expo

CX Global Media

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.

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Your All-in-One Guide to Call Center Workforce Optimization

Fonolo

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.

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A Common-Sense Approach to Employee Engagement

CSM Magazine

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.

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This is our 1000th Post! A Look Back at Our Greatest Hits

Fonolo

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.

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Fight Call Center Burnout and Sky High Turnover Rates: Three Omnichannel Technology Trends to Adopt to Simplify Your Call Center Agent Experience

SharpenCX

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.