ShepHyken

MARCH 20, 2023

8 Best Practices for Creating a Compelling Customer Experience by G. Hult (Harvard Business Review) How can a company best create a compelling customer experience? It says reducing agent burnout is one of the top priorities for customer contact leaders. Here are my top five picks from last week.

Journey mapping 31

Journey mapping Agent burnout Customer Service Airlines 31

SmartAction

JUNE 27, 2023

Embrace automation for contact center success in 2023! Let’s address the common objections and show you how to overcome them with conversational AI and virtual agents. Increased Agent Workload: Rising customer expectations can overwhelm your agents. Are you ready to take your contact center to the next level?

Contact Center 84

Contact Center Virtual Agent Agent burnout Self service 84

Toister Performance Solutions

MARCH 2, 2023

Burnout is defined by the American Psychological Association as "physical, emotional, or mental exhaustion accompanied by decreased motivation, lowered performance, and negative attitudes towards oneself and others." Burnout study overview A total of 951 contact center agents participated between January and February 2023.

Contact Center 100

Contact Center Agent burnout Surveys Advertising 100

Playvox

APRIL 4, 2023

According to the 2023 Customer Rage Study by CCMC and Arizona State University , 74% of respondents reported experiencing a problem with a company’s product or service, up from 66% in 2020 and 56% in 2017. With more time to invest in agent support, they can better connect and communicate with agents to keep engagement and motivation high.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

JustCall

MAY 23, 2023

The focus this year will largely be around the themes of digital transformation and innovation, the growing role of Generative AI and emerging tech, and top industry insights as well as best practices. Book a meeting with one of our experts to take the first steps towards faster resolution times and agent enablement.

Customer Experience 52

Customer Experience Agent burnout SaaS Contact Center 52

Balto

FEBRUARY 6, 2023

For agents, it’s an important change of perspective: they need to stay engaged and understand best practices in a way that’s coachable to other agents. Retrieved February 7, 2023, from [link] Balto. Retrieved February 7, 2023, from [link] Balto. Retrieved February 7, 2023, from [link] Balto.

Contact Center 52

Contact Center Coaching Surveys Scripts 52