CSM Magazine

OCTOBER 4, 2022

Qualtrics, the leader and creator of the experience management category, today announced new real-time contact center innovations to make agents more productive and deliver customer support with empathy. Real-Time Agent Assist.

contact center solutions 52

contact center solutions Contact Center Agent burnout Agent Empowerment 52

Playvox

APRIL 4, 2023

Building a supportive work climate is the first step. Signs And Effects Of Poor Agent Emotional Well-Being In Your Contact Center Working with customers requires a lot of emotional labor from your customer service center agents — even if customers are happy.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Playvox

JANUARY 11, 2024

This meant constant, real-time adjustments when demand for customer support surged and/or agents’ availability shifted. Modern, AI-powered WFM solutions , together with the right WFM strategies and processes, do the heavy lifting when spreadsheets and manual processes can no longer keep up.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Playvox

APRIL 27, 2023

Synchronous customer communication channels involve real-time communication between a customer and a service agent. When communicating over these channels, the customer expectation is for an immediate or nearly immediate response from the customer service team. Addressing burnout is one solution.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

Playvox

JULY 31, 2023

Improved Efficiency Getting your staffing levels right and creating a balanced workload across all of your customer service channels is crucial. Engaging and empowering customer support center agents is as important as ever, so allow them to handle things themselves when they need to request annual leave or shift swaps.

Self service 85

Self service Management Coaching Contact Center 85

Playvox

MAY 25, 2023

In addition, new online channels have emerged to help companies serve customers in an increasingly digital landscape. New ways to improve customer retention and loyalty, as well as increase the customer base and boost customer satisfaction levels, are always popping up. Complaints 2.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55