bold360 Blog

OCTOBER 17, 2019

This is the stuff of customer service agent burnout—those routine account questions that come up hour after hour after hour after…you get the picture. The post 5 Customer Support Issues You Could Have Handled with Self-Service? or “Does X product come with a warranty?” account questions.

Self service 40

Self service Customer Support Agent burnout Chatbots 40

Mindtouch

MAY 31, 2018

When you examine the customer support agent experience, you’re doing more than putting your customer service efficiency under the microscope. Support agents are the people who likely know your customer best. Just think about how many times your call center team interacts with customers daily.

Agent burnout 63

Agent burnout Call Center Customer Support Customer Experience 63

JustCall

APRIL 3, 2024

It shows more customers are interested in your product or service. But, it also leads to chaotic calls and handling long call queues for customer support and sales teams. It can further lead to a dip in customer experience and a shrinking ROI. This optimized staffing is essential in dealing with high call volumes.

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

ShepHyken

MARCH 20, 2023

Each week, I read many customer service and customer experience articles from various resources. 8 Best Practices for Creating a Compelling Customer Experience by G. Hult (Harvard Business Review) How can a company best create a compelling customer experience? Did video kill the radio star?

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Journey mapping Agent burnout Customer Service Airlines 31

TechSee

MAY 4, 2021

Brands and retailers have begun leveraging gig workers to ensure high-quality customer experiences while only staffing and paying for the actual work needed. The Concept of GigCX: Freelance customer service agents. The use of gig workers in customer service – known as GigCX – is becoming increasingly common.

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Customer Service Contact Center Agent burnout Call Center 182

Playvox

JANUARY 11, 2024

Read on for a complete guide on how to improve operational efficiency and deliver a better customer experience (CX) through WFM. This meant constant, real-time adjustments when demand for customer support surged and/or agents’ availability shifted. What is Workforce Management for Call Centers?

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Call Center Schedule adherence call center workforce Management 52

Playvox

APRIL 4, 2023

Signs of contact center burnout to look for include new or increased: Irritability or cynicism Disengagement Isolation from colleagues Absenteeism Decreased productivity or performance These signs should be addressed immediately when you notice them. Unhappy agents leave your organization, creating costly attrition issues.

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Contact Center Agent burnout Morale Coaching 78

Playvox

JULY 31, 2023

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. This helps them see where they need to adjust their behavior to provide exceptional customer experience.

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Self service Management Coaching Contact Center 85

Nicereply

NOVEMBER 10, 2020

Their positivity not only makes them more productive, which means customers get helped quicker (which is a big consideration for how well a customer service interaction went) but it also means there’s the possibility they’ll positively impact the customer’s mood, further improving the customer experience.

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Agent burnout Finance Advertising Personalization 98

Fonolo

JUNE 14, 2018

It’s time to look at your customers as teammates rather than as opponents. It’s time to reboot your customer experience game. Here is the reality: A poor (or even worse, unmemorable) customer experience (CX) has led to a resounding “Game Over” for many businesses in the last few years. 2018 is game time.

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Chatbots Brand ambassadors Agent burnout Complaint resolution 90

Anexa BPO

AUGUST 11, 2022

More than two-thirds of consumers globally make purchase decisions based on the quality of customer service, with 90% of them willing to spend more with brands that provide exceptional customer experience – TRUE. Post-pandemic, customer service has become a “long game” and needs to be conducted by experienced CX specialists.

Agent burnout 52

Agent burnout outsourcing Customer centricity voip 52

SharpenCX

FEBRUARY 11, 2020

And, the cost of losing loyal customers is not worth it. Customers switching companies due to poor service cost U.S. Customer retention through delivering an excellent customer experience is more important than ever. So, what do customers expect? Seize the idle time to train and coach agents.

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Call Center Coaching Contact Center Agent burnout 67

Mindtouch

MARCH 28, 2018

Despite new trends like automated support and chatbots , the human element remains a cornerstone of customer support. Many customers still want to talk to a human being. And when those customers do inevitably call in to the contact center, it’s important that they’re met by a prompt, knowledgeable, and efficient agent.

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First call resolution Contact Center Chatbots Call Center 48

Nicereply

SEPTEMBER 6, 2022

A roundup of the best customer service articles from 2022—to help you learn something new, revisit long-standing topics, or simply enjoy. Achieving stellar customer support is a moving target, involving a mix of strategy, processes, policies, analytics, and even a little art. 2022’s top customer service blogs.

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Customer Service Complaint resolution Agent burnout Customer Support 97

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.

contact center solutions 52

contact center solutions Contact Center Agent burnout Agent Empowerment 52

Playvox

APRIL 27, 2023

Great customer experience means meeting customers where they are, making it important to expand your channel offering. It’s important to take a thoughtful approach to adding new channels to ensure you are delivering a consistent, good experience with every interaction. This is a trend worth prioritizing.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

Balto

MARCH 29, 2023

Leveraging Artificial Intelligence (AI) in your contact center can help you solve even the most challenging customer experience problems. And with customers having higher service level expectations than ever, deploying AI solutions into your existing contact center systems is vital for business success.

Contact Center 52

Contact Center Interactive Voice Response Coaching Virtual Agent 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. Contact centers have changed drastically in recent years.

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Contact Center Workload forecasts Agent burnout Customer retention 55

Aria Solutions

MARCH 31, 2020

As we’ve come to know that understanding our customers and meeting their needs is one of the key building blocks for this new decade, it has also become one of the most competitive areas in business. Two-thirds of businesses surveyed report that they compete mainly on customer experience. We also know that tech changes fast.

Contact Center 62

Contact Center Agent burnout Self service Chatbots 62

SharpenCX

AUGUST 4, 2020

Call center agents are trained to remain patient, positive, happy, and helpful. But, it gets tough to maintain these traits when stress and burnout creep in. It’s no surprise, then, that customer support agents are at high risk for burnout. According to one study, 74% of call center agents are at risk.

Call Center 67

Call Center Technology Self service Coaching 67

Balto

DECEMBER 14, 2022

However, since the point of improving productivity is to boost your call center’s profitability and enhance the customer experience, relying exclusively on this formula won’t give you the full picture. It results in more satisfied customers, better call outcomes, and faster call resolutions.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

Fonolo

FEBRUARY 19, 2019

Why You Should Empower Your Customer Service Team. Telltale Signs: How to Identify Call Center Agent Burnout. Customer Experience Trends. The contact center really just one component of the bigger world of customer service or customer experience. OnHoldWith. Industry Analysts and Reports.

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Call Center Contact Center Agent burnout Gamification 62

aircall

OCTOBER 31, 2016

Omnichannel” customer support stems from its conceptual ancestor: “multichannel” support. Customer support channels include phone support, email, live chat, social media, forums, self-service knowledge bases, etc. Simply put, multichannel means providing customer support over more than one channel.

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outsourcing Multichannel Agent burnout Self service 48

Mindtouch

DECEMBER 18, 2018

Not too many people, which is why burnout contributes so significantly to turnover. And when agents churn, costs increase, the other agents take on extra burden, and the customer experience is left hurting as a result.

Chatbots 54

Chatbots Real estate Contact Center Self service 54