NobelBiz

FEBRUARY 11, 2025

Pros vs. Cons of Live Agents: An Overview Pros of Live Agents Cons of Live Agents Ability to Handle Complex Issues Unlike IVR, agents can adapt responses in real time based on the conversation. If call volumes surge, businesses must hire more agents, which takes time.

Interactive Voice Response 52

Interactive Voice Response Agent burnout contact center solutions CRM 52

SmartAction

FEBRUARY 16, 2021

The caveat though, is that delivering a stellar customer experience – especially in retail, hospitality, and healthcare sectors – can be prohibitively expensive to scale. According to Salesforce, 64% of agents with AI chatbots are able to spend most of their time solving complex problems, versus 50% of agents without AI chatbots.

Virtual Agent 83

Virtual Agent Agent burnout Wait times Chatbots 83

CSM Magazine

SEPTEMBER 10, 2021

A recurrent response by agents is that they want to be empowered to help customers. We count on agents for assistance with a broad array of consumer needs including technology, healthcare, housing, finance, utilities, entertainment, travel, and internet access.

Agent burnout 52

Agent burnout Coaching Entertainment Metrics 52

Sykes

DECEMBER 14, 2017

In the healthcare industry, providing quality support can have high stakes: It can directly impact the health and well-being of your patients. Ensure that prospective members won’t be met with long hold times and overwhelmed agents when they come to you for answers. A negative member experience can result in delay or avoidance of care.

Agent burnout 40

Agent burnout Healthcare Wait times Self service 40

Sykes

DECEMBER 14, 2017

In the healthcare industry, providing quality support can have high stakes: It can directly impact the health and well-being of your patients. Ensure that prospective members won’t be met with long hold times and overwhelmed agents when they come to you for answers. A negative member experience can result in delay or avoidance of care.

Agent burnout 40

Agent burnout Healthcare Wait times Self service 40

Balto

JANUARY 14, 2025

Example: A healthcare provider reduced average handle time (AHT) by 20% using real-time insights, ensuring patients received timely and accurate information. Key Features: Real-Time Sentiment Tracking: Identify when agents are under stress. These tools provide: Automated prompts for the next best action.

Call Center 52

Call Center Analytics Average Handle Time Big data 52

Balto

FEBRUARY 6, 2023

How to Battle Contact Center Agent Burnout. Remote and hybrid jobs are attracting 7 times more applicants than in-person roles. Retrieved February 7, 2023, from [link] Toister, J. Toister Performance Solutions. Retrieved February 7, 2023, from [link] Wigert, B. 2022, March 15).

Contact Center 52

Contact Center Coaching Surveys Scripts 52