JustCall

APRIL 9, 2024

If agents are not available during a particular season and call volume peaks, it would result in missed calls and extended wait times. Productivity concerns: An unexpected increase in call volumes can lead to decreased agent morale, demotivation, and burnout. Self-service also enhances customer convenience.

Agent Empowerment 40

Agent Empowerment Self service Interactive Voice Response Call Center 40

Global Response

MARCH 26, 2024

It even improves agent morale by enabling them to solve problems more effectively. Are there gaps in your service? Do your agents need a bit more training? It could be as simple as improving your self-service options. Focus on integration, automation, agent empowerment, and continuous training.

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62

TechSee

MARCH 7, 2019

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. Virtual Employee Assistants (VEA) – or digital buddies – have been tapped as an effective solution to help contact centers both support and motivate their agents.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104