TechSee

APRIL 16, 2019

Many of us have worked in contact centers. Employers around the globe are facing the most severe recruitment crisis in 12 years, according to the latest Talent Shortage Survey , with 40% of companies surveyed reporting difficulties filling roles. What Matters Most to Contact Center Managers.

Call Center 126

Call Center Contact Center Agent Empowerment Coaching 126

Comm100

DECEMBER 1, 2017

For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. But deciding on annual goals and specific yearly focuses for a call center isn’t always easy. Tip: Begin to examine your existing contact center processes.

Contact Center 42

Contact Center Customer centricity Journey mapping Benchmark 42

Aspect

NOVEMBER 22, 2017

The holiday season is all about giving and on this Thanksgiving Eve there’s no better time to show your customer service and contact center agents how grateful you are for them. Earlier this year , we surveyed a large group of agents to learn about the true agent experience. Challenge them.

Customer Service 59

Customer Service Contact Center Chatbots Surveys 59

Tethr

APRIL 30, 2020

Digital channels such as websites, chatbots and apps were designed to fulfill this vision of self service. Due to recent events, teams have been forced to quickly shift most or all of support to asynchronous channels, managed by actual agents. Others rely on ways to improve connectivity and focus on agent empowerment.

Agent Empowerment 68

Agent Empowerment Self service Feedback Surveys 68