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. Liberate your agents and make chatbots do the work. A chatbot can help customers with these simple but critical issues immediately and escalate to a human agent if needed.

Self service 40

Self service Customer Support Agent burnout Chatbots 40

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

aircall

DECEMBER 28, 2020

The question of how to scale distributed teams is a little more complicated. How to Start a Distributed Team. How to Set Clear Expectations. Beyond that, it’s important to communicate clearly to customer support agents what you expect of them. Support agent burnout. Customer complaints.

Call Center 62

Call Center Analytics Agent burnout Metrics 62

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

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. Optimize the cost to serve customers.

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.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

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?

Call Center 52

Call Center Schedule adherence call center workforce Management 52

aircall

OCTOBER 31, 2016

Here’s a look at it’s advantages, its pitfalls, and how to make the practice work for your business. 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.

outsourcing 48

outsourcing Multichannel Agent burnout Self service 48

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. How to Improve Contact Center Metrics.

Contact Center 52

Contact Center Agent burnout Metrics Service level 52

Nicereply

NOVEMBER 10, 2020

How to improve employee satisfaction. Read more: How to prevent agent burnout. Research shows companies with engaged employees are 22% more profitable than companies with less engaged employees. Further research also shows happy employees sell 13% more than those who don’t identify as being happy at work.

Agent burnout 98

Agent burnout Finance Advertising Personalization 98

Playvox

JULY 31, 2023

Employee self-service can nurture employee satisfaction and agent performance and promote a motivated and engaged workforce. 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

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. It allows for a more tailored approach for support teams.

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. Be clear about how to succeed.

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. How to ensure an exceptional member experience during Open Enrollment. The good news? Embrace multiple service channels.

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. How to ensure an exceptional member experience during Open Enrollment. The good news? Embrace multiple service channels.

Agent burnout 40

Agent burnout Healthcare Wait times Self service 40

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

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

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. See you after another 1000 posts!

Call Center 62

Call Center Contact Center Agent burnout Gamification 62

SharpenCX

FEBRUARY 11, 2020

Where would you be without your agents in the first place? It’s vital that you know where your team’s strengths and weaknesses lie, so you know how to coach to better performance. Use the DISC Assessment or the StrengthsFinder Test to identify how your agents thrive and collaborate. Tip #4: Omnichannel Everything.

Call Center 67

Call Center Coaching Contact Center Agent burnout 67