CSM Magazine

SEPTEMBER 10, 2021

We count on agents for assistance with a broad array of consumer needs including technology, healthcare, housing, finance, utilities, entertainment, travel, and internet access. However, the world of agents has also been complicated by legacy technology that has driven more complexity in agents’ roles. 21% Quotas.

Agent burnout 52

Agent burnout Coaching Metrics Entertainment 52

SharpenCX

APRIL 29, 2020

Factor in current business trends, new product or service releases and the net new customer forecasts for each quarter. And, look to your year-over-year metrics for added guidance, too. Look to your historical data and reports to find metrics to input into the calculator fields. Coaching builds confidence in your agents.

Coaching 76

Coaching Management Contact Center Morale 76

Fonolo

FEBRUARY 19, 2019

Initially, we focused on more technical aspects of the contact center, but over the years we expanded to include more of the human aspects of that industry, and the broader universe of customer service as well. AI is Not Reducing Call Center Agent Employment. Chat, Messaging, and Customer Service. OnHoldWith.

Call Center 62

Call Center Contact Center Agent burnout Gamification 62