ShepHyken

JULY 29, 2024

In this excellent article, Brittany covers how CX is an individual and team sport, how CX is a daily discipline, how team morale helps you win, and more. My Comment: The question is, “Would customers rather talk to a human or interact with an AI-fueled chatbot?” consumers who have interacted with them recently.

Customer Service 209

Customer Service Chatbots Morale Self service 209

ShepHyken

NOVEMBER 19, 2023

Qualtrics Announces Top Consumer Experience Trends for 2024 by Qualtrics, LLC (Skagit Valley Herald) Just under half (48%) of consumers are comfortable engaging with chatbots and AI-powered customer support. The most recent piece was about boosting agent morale. The article includes 15 ideas from nine experts, myself included.

Morale 161

Morale Customer Service Chatbots Feedback 161

Calabrio

MARCH 5, 2025

Improved Agent Productivity and Morale: When agents are equipped to resolve issues on the first contact, it reduces the need for follow-up interactions, freeing up their time for other critical tasks. Successfully resolving customer issues on the first attempt boosts agent morale and job satisfaction.

First call resolution 40

First call resolution Contact Center Analytics Morale 40

CSM Magazine

OCTOBER 3, 2024

By making employees feel valued and appreciated, businesses can boost morale and motivation, leading to better service and happier customers. Businesses are leveraging tools such as chatbots, AI, and data analytics to provide faster and more personalized support.

Customer Service 52

Customer Service Customer centricity Morale Employee engagement 52

NobelBiz

MAY 12, 2022

Prior to the pandemic, the contact center market itself was projected to increase at a compound annual growth rate of 9% until the year 2024. On the other side of the business, a contact center management software that organizes the work being done by human agents can help maintain their morale.

Contact Center 52

Contact Center Management Scripts Interactive Voice Response 52

Outsource Consultants

JANUARY 3, 2024

Building on these reflections, we’re also ready to detail our 2024 predictions. Let’s grade our 2023 predictions before unveiling our anticipated trends for the BPO industry in 2024. The call center industry was grappling with high turnover and absenteeism, prompting a shift towards prioritizing agent stability and morale.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67