Balto

NOVEMBER 2, 2023

Modern enterprise contact center solutions utilize Artificial Intelligence (AI) and Machine Learning (ML) to identify customer pain points, the causes of low scores, and why your customers aren’t satisfied with their experience with your company.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

Playvox

JULY 31, 2023

Employee self-service allows employees to access a host of information and take care of simple processes themselves, such as requesting leave, checking on their schedules, performing shift swaps, and viewing their performance against KPI metrics. This timely reaction to metrics is crucial in a fast-paced contact center environment.

Self service 85

Self service Management Coaching Contact Center 85

Playvox

APRIL 27, 2023

Address all challenges that come up — for customers and agents. Leverage advanced analytics to gauge metrics such as customer retention rates and employee productivity. Use analytics to measure CX to maintain or exceed customer expectations and brand standards. Remember to keep it focused on key metrics.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

Playvox

MAY 25, 2023

The once “in-person” centers dealing with inbound calls have been replaced by global, distributed customer experience teams. In addition, new online channels have emerged to help companies serve customers in an increasingly digital landscape. This all harms customer retention, resolution times, and customer satisfaction ratings.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55