Agent burnout and Video - Customer Contact Central

Top 5 Customer Service & CX Articles for the Week of March 20, 2023

ShepHyken

MARCH 20, 2023

So the question is, “Will ChatGPT replace the customer support agent?” Did video kill the radio star? It says reducing agent burnout is one of the top priorities for customer contact leaders. He contacted me (and several other experts) for comments about agent burnout. Did ATMs replace bank tellers? (No

Journey mapping

Journey mapping Agent burnout Customer Service Airlines

5 Best Practices for Training Remote Call Center Agents

Fonolo

AUGUST 5, 2021

What are some common challenges that come with training remote agents? For example, if technology is limited and doesn’t allow for group meetings or video conferencing, the transition to online training will be very bumpy. How Your Call Center Can Overcome Agent Burnout. One-pagers or info sheets. Virtual workshops.

Best practices

Best practices Call Center virtual call center Agent burnout

Expert’s Insight On Designing Competitive Customer Experiences in Insurance Industry

Hodusoft

JULY 2, 2024

Agent Burnout & Attrition: Another major concern of insurance contact centers is increased agent burnout and attrition rate. Inconsistent and poor customer service, lower productivity, and increased recruitment and training costs are direct results of agent burnout and attrition.

Agent burnout

Agent burnout Customer Experience Abandon rate Average Handle Time

The Ultimate 5-step Detox Programme for Contact Centre Health

CSM Magazine

JANUARY 25, 2023

Magnus Geverts shares his top tips for beating agent burnout—and the competition—in 2023. Great news for businesses that rely on the festive season to tide them over during the leaner months but extremely stressful for agents in contact centres. About the Author Magnus Geverts is VP Product Marketing at Calabrio.

Agent burnout

Agent burnout Analytics Gamification Coaching

Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

Contact Center

Leveraging Digital Tools for Call Center Agents: Enhancing Customer Experience and Agent Efficiency

Zappix

FEBRUARY 20, 2024

Optimize Every Agent Interaction: Digital tools empower call center agents to optimize every interaction by providing them with agent-initiated self-service tools. These tools allow agents to send text messages and emails with links to forms, videos, FAQ pages, and more, expediting the assistance process when needed.

Call Center

Call Center Agent burnout Customer Experience Average Handle Time

Why Growing Businesses Need a Dedicated Agent OS

JustCall

NOVEMBER 22, 2023

Many growing businesses are struggling with this very hidden blocker that’s making it hard for their agents to work efficiently. It’s called the “agent tech stack mess”. The agent tech stack mess primarily breeds agent burnout. This way, even lean teams can handle a large volume of customer queries.

Agent burnout

Agent burnout Upselling Coaching Contact center software

5 Pillars of Success for the Modern Contact Center

Aria Solutions

MARCH 31, 2020

Contact centers are using Chatbots to provide instant answers to common questions, direct queries to the right agents, and reduce call volume. Whether it’s an FAQ, an in-depth library of How-Tos, or video tutorials, customers are more interested in getting answers than talking to a person. Customer-Facing Knowledge Base. 24/7 Access.

Contact Center

Contact Center Agent burnout Self service Chatbots

A Common-Sense Approach to Employee Engagement

CSM Magazine

AUGUST 8, 2023

With the new hybrid work reality, agents are at risk of becoming lonely and depressed without additional focus on better communication and digital camaraderie. While chatbots and Robotic Process Automation (RPA) help by automating simple or mundane activities, agents increasingly face a barrage of more complex and/or emotional interactions.

Employee engagement

Employee engagement Agent burnout Gamification Analytics

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Contact Center

Improving Customer Service in BPOs with Multi-Tenant Contact Center Software

Hodusoft

AUGUST 9, 2023

In such a scenario, businesses should prioritize multi-channel support and make sure their customers can contact it using audio calls, video calls, text messages, emails, live chats, instant messages, social media, and more. Avoid agent burnout Agent burnout is a serious issue in the contact center industry.

Contact center software

Contact center software Contact Center Customer Service Agent burnout

How to Manage and Inspire Call Center Agents Working From Home

JustCall

DECEMBER 1, 2022

Face-to-face motivation sessions using video can truly connect help you with your team members. Through video communication, phone calls, and sharing of documents, it is possible to contact and motivate all members of your team when necessary. Prevent Agent Burnout. can lead to stress and burnout.

Call Center

Call Center Management Agent burnout Scripts

How to Properly Scale a Distributed Team

aircall

DECEMBER 28, 2020

Occasional audio or video meetings can help overcome this barrier. Support agent burnout. While communication can be challenging, the right tools and processes will help you overcome these challenges even when team members are geographically distant. 4) Compatibility. 5) Ownership. Abandoned calls. Missed sales. Lost revenue.

Call Center

Call Center Analytics Agent burnout Metrics

The Top 4 Contact Center Trends To Boost Performance And CX

Playvox

APRIL 27, 2023

Synchronous engagement channels include: Voice Live chat Video chat Real-time messaging In an asynchronous channel, people interact without concurrently engaging in an active conversation. Agents won’t burn out trying to channel jump to satisfy needs. There is also a clear start and finish in these conversations.

Contact Center

Contact Center Gamification Agent burnout Employee engagement

How to Implement a Precise and Effective Omnichannel Strategy

aircall

OCTOBER 31, 2016

For instance, a competitor may boast an enviable customer service channel such as a self-service video FAQ, a message board, or a sleek helpdesk. This is a recipe for agent burnout , and for an unsuccessful and unsustainable strategy. Getting lost in abstractions will remove you from the reality of your business’ growth.

outsourcing

outsourcing Multichannel Agent burnout Self service

Call Center Analytics: How to Analyze Call Center Data

Balto

JANUARY 14, 2025

Variety : Diverse formats, including text, audio, and video. Without actionable insights, businesses may face high churn rates, agent burnout, and operational oversights. Key Characteristics of Big Data Volume : Massive datasets, such as thousands of daily call recordings. Veracity : Ensuring data accuracy and reliability.

Call Center

Call Center Analytics Average Handle Time Big data

How Your Call Center Can Overcome Agent Burnout

Fonolo

JULY 13, 2021

What causes call center burnout? Stress is notoriously prevalent in call center agents. Because of this, 75% of call center agents are at risk of burnout. Here are some of the most common causes for agent burnout: Unsustainably high workload. Emotional burden and/or abuse from customers.

Agent burnout

Agent burnout Call Center Morale Contact Center

Report: Job Seekers Think Culture is More Important That Money

Toister Performance Solutions

SEPTEMBER 3, 2019

I did a separate study on contact center agent burnout and discovered that 74 percent of contact center agents were at risk of burnout. Video testimonials from employees. Many of my friends are looking for jobs because the culture isn't right at their current company. How can you become an employer of choice?

Agent burnout

Agent burnout Airlines Advertising Contact Center

Customer Contact Central

Top 5 Customer Service & CX Articles for the Week of March 20, 2023

5 Best Practices for Training Remote Call Center Agents

Trending Sources

Expert’s Insight On Designing Competitive Customer Experiences in Insurance Industry

The Ultimate 5-step Detox Programme for Contact Centre Health

Study: The Health of the Contact Center

Leveraging Digital Tools for Call Center Agents: Enhancing Customer Experience and Agent Efficiency

Why Growing Businesses Need a Dedicated Agent OS

5 Pillars of Success for the Modern Contact Center

A Common-Sense Approach to Employee Engagement

The Health of the Contact Center: Are You Ready for 2019?

Improving Customer Service in BPOs with Multi-Tenant Contact Center Software

How to Manage and Inspire Call Center Agents Working From Home

How to Properly Scale a Distributed Team

The Top 4 Contact Center Trends To Boost Performance And CX

How to Implement a Precise and Effective Omnichannel Strategy

Call Center Analytics: How to Analyze Call Center Data

How Your Call Center Can Overcome Agent Burnout

Report: Job Seekers Think Culture is More Important That Money

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