CCNG

MAY 4, 2022

It's the pressure of working with demanding customers every day in a highly structured environment which makes agent burnout a real thing. To summarize, WFM software helps contact centers reduce agent burnout because the technology improves the input agents have when it comes to their work.

Agent burnout 195

Agent burnout Contact Center Call Center Personalization 195

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

Fonolo

AUGUST 10, 2021

and “thank you for your patience”, show that your agent is actively listening and respectful of a customer’s time and opinion. 7 Call Center Empathy Phrases Every Agent Should Use with Their Customers. Support customer service efforts with appropriate technology.

Contact Center 167

Contact Center Customer Service Agent burnout Customer Care 167

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

ShepHyken

MARCH 20, 2023

So the question is, “Will ChatGPT replace the customer support agent?” We’ll here from an executive in the customer support industry. Vanishing Phone Customer Support is Driving US All Insane by Helaine Olen (The Washington Post) It shouldn’t be this hard to speak to a human.

Journey mapping 31

Journey mapping Agent burnout Customer Service Airlines 31

Nicereply

MAY 28, 2019

All those factors can combine to cause agent burnout. If you’re not familiar with the term, agent burnout refers to when someone starts feeling cynical, disengaged, overwhelmed, and even depressed as a side effect of overworking. Outside of the negative effects on your agents, burnout also impacts your business.

Agent burnout 76

Agent burnout Metrics Feedback Surveys 76

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. A surge in call volume is always good news for your business.

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

TechSee

MAY 4, 2021

The Concept of GigCX: Freelance customer service agents. The use of gig workers in customer service – known as GigCX – is becoming increasingly common. GigCX works by sourcing freelance customer support agents to perform on a per-task basis. Agent Burnout.

Customer Service 182

Customer Service Contact Center Agent burnout Call Center 182

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.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Playvox

JANUARY 11, 2024

The key functions of contact center workforce management are: Long-term capacity planning Interaction volume forecasting Staff scheduling Intraday management Historically call center managers maintained spreadsheets for agent forecasting and scheduling. But getting to this nirvana is no picnic. Does your spreadsheet do all that?

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Quiq

OCTOBER 16, 2020

Occupancy: Occupancy is the amount of time an individual agent spends actively occupied on a customer interaction. An excessively low occupancy suggests the contact center has hired more agents than contact volume demands.

Contact Center 52

Contact Center Agent burnout Metrics Service level 52

Comm100

OCTOBER 10, 2022

The majority of customer service queries are repetitive and simple in nature, like ‘how do I reset my password’, ‘where is my delivery’, or ‘what time is your store open’. While these queries can easily lead to agent burnout, they also use up valuable agent time.

Chatbots 81

Chatbots Customer Service Self service Agent burnout 81

Anexa BPO

AUGUST 11, 2022

This comes at a time when your agent is your most valuable asset – never has it been more important to provide a supportive, nurturing, work environment for customer service agents, enabling them to provide first-class customer support and setting them up for success.

Agent burnout 52

Agent burnout outsourcing Customer centricity voip 52

Nicereply

NOVEMBER 10, 2020

Read more: How to prevent agent burnout. One common approach is to have a block of “core hours” (let’s say 10-2) where everyone is expected to be in the office, but then allow employees to choose when they work the other four hours of their day. Recognition: Most everyone works hard.

Agent burnout 98

Agent burnout Finance Advertising Personalization 98

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. WFM schedules agents to start activities at the assigned time based on forecasted volume for every channel of the business.

Self service 85

Self service Management Coaching Contact Center 85

Fonolo

JUNE 14, 2018

To put the pedal to the metal and accelerate speed (and CX) on all levels, they may consider: Investing in more agents to support all the channels a business has in place. Implementing AI technologies to offset case volumes for those working in customer support. Don’t miss the last 3 trends!

Chatbots 90

Chatbots Brand ambassadors Agent burnout Complaint resolution 90

SharpenCX

FEBRUARY 11, 2020

Of course, some idle time is necessary to prevent agent burnout. When we talk about idle time, we’re not talking about bathroom breaks, minutes of rest and mindfulness, or your agent’s lunch hour. All those things are necessary to build a positive environment in your contact center (and help agents maintain sanity).

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

aircall

DECEMBER 28, 2020

Beyond that, it’s important to communicate clearly to customer support agents what you expect of them. s a shortlist of some of the common pitfalls of failing to scale distributed teams quickly: Poor customer service. Support agent burnout. Customer complaints. Abandoned calls. Missed sales.

Analytics 62

Analytics Call Center Agent burnout Metrics 62

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.

First call resolution 48

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.

Customer Service 97

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

Balto

MARCH 29, 2023

Some common use cases for AI in the contact center industry include routine task automation, real-time language translation, customer interaction analysis, real-time quality assurance, and agent assistance and coaching. What Can Contact Center AI Do?

Contact Center 52

Contact Center Interactive Voice Response Coaching Virtual Agent 52

Playvox

MAY 25, 2023

Digital channels have become an integral part of the way that organizations connect with their customers — whether that’s email, social media, live chat, SMS, or good old-fashioned telephone calls. Once you achieve this, you need to consider your workforce planning with digital and omnichannel forecasting for customer service in mind.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55

Aria Solutions

MARCH 31, 2020

Investing in this technology and resources provides a better customer experience. Advanced Tools for Agents to Provide Better Support. For most companies, a major concern in providing exceptional customer support are agent burnout and turnover.

Contact Center 62

Contact Center Agent burnout Self service Chatbots 62

Playvox

APRIL 27, 2023

Agents won’t burn out trying to channel jump to satisfy needs. Related Article: How Contact Center Agent Burnout Decreases Productivity (And What You Can Do About It) Trend 3: Prioritization Of Employee Experience And Employee Engagement Your help desk is the relationship hub for your brand.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

Sykes

DECEMBER 14, 2017

Despite months of planning, many customer support infrastructures couldn’t handle the added stress, resulting in the failure to meet business objectives and customer expectations. Ensure that prospective members won’t be met with long hold times and overwhelmed agents when they come to you for answers.

Agent burnout 40

Agent burnout Healthcare Wait times Self service 40

Sykes

DECEMBER 14, 2017

Despite months of planning, many customer support infrastructures couldn’t handle the added stress, resulting in the failure to meet business objectives and customer expectations. Ensure that prospective members won’t be met with long hold times and overwhelmed agents when they come to you for answers.

Agent burnout 40

Agent burnout Healthcare Wait times Self service 40

Balto

DECEMBER 14, 2022

It results in more satisfied customers, better call outcomes, and faster call resolutions. Productive call center agents are more capable of providing the best level of customer support, ensuring better customer retention. Productivity also directly correlates with revenue.

Call Center 52

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

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

Fonolo

FEBRUARY 19, 2019

We tip our hat to the managers that face the day-to-day challenge of hiring agents and keeping them in good spirits. Why You Should Empower Your Customer Service Team. Telltale Signs: How to Identify Call Center Agent Burnout. Customer Experience Trends.

Call Center 62

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.

outsourcing 48

outsourcing Multichannel Agent burnout Self service 48

Mindtouch

DECEMBER 18, 2018

At times, the growing ubiquity of chatbot technology casts a long shadow on the world of contact center agents. The IBM Watson Blog , for one, estimates that “85% of all customer interactions will be handled without a human agent” by the year 2020. The forecasts from analysts and industry experts can be downright hair raising.

Chatbots 54

Chatbots Real estate Contact Center Self service 54