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Why Simplicity in Contact Centres Matters in an Era of Complexity

CSM Magazine

Why is simplicity so important, and what are the benefits of simplification for agents, operations managers and customers? In this first blog, we focus on making life easier for agents and how to tackle the most pressing concerns of labour shortages and staff dissatisfaction.

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Buddying Up – Putting Virtual Employee Assistants at the Heart of Agent Development


The contact center industry continues to face extremely high agent turnover, with some outbound and telemarketing centers experiencing attrition rates as high as 27% annually. With this high turnover presenting a significant challenge to contact centers in terms of cost, productivity and morale, it is not surprising that there’s an ongoing global trend towards fostering agent development and enhancing their day-to-day activities. Current approaches to agent empowerment.