Playvox

FEBRUARY 2, 2022

Agent burnout directly harms the quality of customer service your business provides and significantly hurts your company’s bottom line. It’s hard to ignore the fact that contact centers are plagued with high agent burnout and turnover rates. Some contact centers experience almost no turnover at all.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

CSM Magazine

OCTOBER 4, 2022

Real-Time Agent Assist uses AI and Machine Learning to analyze customer needs and emotions, then deliver real-time coaching so contact center agents can take the best next step for customers. Real-Time Agent Assist. Conventional agent assist solutions rely only on call metadata and keywords or phrases.

contact center solutions 52

contact center solutions Contact Center Agent burnout Agent Empowerment 52

SharpenCX

APRIL 29, 2020

Workforce management in your contact center is all about finding balance. You balance the needs of your customers with the workload of your agents (and their development). Plus, you toss in overseeing your contact center budget, too. Empathy doesn’t scale when your agents are overworked and overwhelmed.

Coaching 76

Coaching Management Contact Center Morale 76

Balto

JANUARY 17, 2025

Why Does Call Center Management Matter More Than Ever? The days of viewing call centers as cost centers are over. In 2025, your contact center is your brand. Managing a Call Center Team: The Key Roles That Drive Success Managing a call center is like coaching a sports team. Think about it.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 18, 2025

Why Does Call Center Management Matter More Than Ever? The days of viewing call centers as cost centers are over. In 2025, your contact center is your brand. Managing a Call Center Team: The Key Roles That Drive Success Managing a call center is like coaching a sports team. Think about it.

Best practices 52

Best practices Call Center Metrics Management 52