CSM Magazine

DECEMBER 8, 2022

In today’s era of digital transformation, organizations are adopting technology and AI to maximize business potential. As a customer base grows, leveraging technology to automate routine processes is the way to go. Allow agents to focus on more complex tasks by reducing the need to attend to every customer.

Customer Experience 52

Customer Experience Agent Empowerment Self service Average Handle Time 52

Playvox

FEBRUARY 2, 2022

It starts with a foundation made up of the right technologies and best practices. Other factors agents cite for burnout are: Lack of training Lack of a career path Frustrating technology tools. Preventing Agent Burnout. Most fundamentally you need to promote a culture of agent empowerment. Getting Started.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

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. The scores are as follows: Reducing customer effort for transactional/informational issues (4.22/5). Gaining customer insights from digital touchpoints (3.94/5).

Contact Center 43

Contact Center Customer centricity Journey mapping Benchmark 43

teleopti

SEPTEMBER 18, 2019

Next, use automated WFM technology to allocate quiet time with team members to explore innovative ways of working in a relaxed, collaborative environment away from the pressures of serving customers. Involve and empower – to drive positive customer experience (CX) and business success.

Management 57

Management Customer advocacy Employee engagement Self service 57