CSM Magazine

JANUARY 25, 2023

Magnus Geverts shares his top tips for beating agent burnout—and the competition—in 2023. Great news for businesses that rely on the festive season to tide them over during the leaner months but extremely stressful for agents in contact centres. About the Author Magnus Geverts is VP Product Marketing at Calabrio.

Agent burnout 52

Agent burnout Analytics Gamification Coaching 52

Nicereply

SEPTEMBER 6, 2022

As a manager, customer service principles help define what customer service means to your organization. As a support rep, these principles shape your daily behavior to help you create customer-centric experiences. CX teams are often taken for granted and not given the attention of teams like Product or Sales.

Customer Service 97

Customer Service Complaint resolution Agent burnout Customer Support 97

Global Response

AUGUST 7, 2023

Some common company values are: integrity customer-centricity dedication sustainability teamwork curiosity Most importantly, your core values should be more than just lip service—they should factor into every other element of your culture. Ready to perfect your CX?

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

Balto

NOVEMBER 2, 2023

A contact center is considered successful if it’s customer-centric. In other words, every action and decision should directly contribute to higher customer satisfaction levels. Efficient processes and workflows contribute to reduced hold times, high first-contact resolution rates, and motivated agents.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52