CCNG
MAY 11, 2022
If you interact with call center agents in the U.S., then you know firsthand the diverse makeup of the agent population - from millennials to individuals near retirement age and career call center professionals to persons seeking short-term employment. What is the general perception of call centers? Let's keep it real.
Mindtouch
MARCH 16, 2018
Regardless of the reason, an unhappy group of support agents can make for unhappy customers and seriously impact customer experience KPIs. Wherever you find agent burnout, dissatisfied customers are not far away. What makes customer support agents unhappy? Inadequate tools and resources.
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Outsource Consultants
JUNE 15, 2022
With online shopping becoming more popular, consumers are less likely to talk to their in-person representative about their orders. If you are experiencing long wait times and agent burnout, it’s time to add support. Instead, they speak with a contact center representative. 2) Be proactive.
JustCall
APRIL 3, 2024
You can use conversation intelligence features to help your sales reps close sales faster and provide personalized customer experiences. This process enables agents to make informed decisions and drive meaningful engagements. Offer self-service options Customers often call with the same common questions over and over.
Comm100
OCTOBER 10, 2022
While these queries can easily lead to agent burnout, they also use up valuable agent time. Chatbots can be used to handle almost all of these common inquiries so agents have more time to focus on more complex questions and tasks. These common queries are an excellent opportunity to introduce chatbots.
CSM Magazine
OCTOBER 4, 2022
These solutions boost agent effectiveness and engagement, while improving customer satisfaction and lowering costs, by using Qualtrics’ industry-leading natural language understanding and machine learning capabilities to identify sentiment, reasons for calls, common issue resolutions, compliance risks, and more.
Nicereply
SEPTEMBER 6, 2022
How to build an effective customer support knowledge base (Zapier). It’s chock-full of a ton of real examples from various companies on how to set up an impactful knowledge base. When they need help from a person, your support team will be there, but they won’t have to rely on them for every question.
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