ShepHyken

MARCH 20, 2023

Wait times to speak to an operator are long — one industry analyst estimated the average wait tripled from 2020 to 2022 and says he believes they still are a third worse than before the pandemic. It says reducing agent burnout is one of the top priorities for customer contact leaders.

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. Waiting means falling behind your competitors who have embraced automation. Gradient Text Don’t Wait, Seize the Opportunity!

Contact Center 84

Contact Center Virtual Agent Agent burnout Self service 84

ROI CX Solutions

DECEMBER 16, 2024

While this season is an exciting time to enjoy with loved ones, contact centers can quickly become overwhelmed this time of year by an influx of calls, stressed-out customers, and increased demands. This means your agents can anticipate spikes in call volume and potential customer dissatisfaction without adequate preparation.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time outsourcing 52

Comm100

FEBRUARY 21, 2023

It’s estimated that by 2026, 1 in 10 agent interactions will be automated , saving $80 billion in labor costs. from 2023 to 2030. Better still, customers who do need human support also experience lower wait times. Predictions on market growth vary, but one study shows an expected compound annual growth rate in AI of 37.3%

Customer Service 89

Customer Service Chatbots Agent burnout Wait times 89