With AI dominating headlines, it’s easy for any business decision-maker to get wrapped up in how to fast-track their teams and innovations with the emerging tech. This rings true for the contact ...
Omnichannel proliferation needs more than your average agent. Organizations should develop super agents to better address customer needs. There’s more demand on the contact center workforce now than ...
Transforms the Contact Center Agent Experience with Powerful Contact Queuing and Handling Features that Enhance Productivity and Personalize Both Agent and Customer Engagement CAMPBELL, ...
In my previous post, "Is It Time To Disrupt Your Call Center?," I described an all-too-common experience of calling a major credit card issuer for help, focusing on the impacts on the customer ...
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In the customer service realm, various studies have shown that call center agents are at a higher risk of suffering from mental health issues. One report suggested that more than 8 in 10 call center ...
Maximizing agent productivity and managing agent availability can be a challenge with Work-At-Home Agents (WAHA). Is the work-at-home agent dispostioning the call correctly? How do they absorb best ...
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 Automated ...
Sure, big hiring bonuses are alluring, fair and reliable paychecks are a necessity as is a safe work environment, but what else are contact center agents really looking for from their employer? In an ...
Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. The longstanding key to success in the contact center has been to focus on the customer ...
Contact center work is stressful in all industries. In the insurance industry, it can be downright exhausting. Instead of taking calls about return policies or clearance sales, contact center agents ...
A shroud of unhappiness long blanketed call centers, where many agents would trudge to jobs they dreaded, only to face edgy callers needing customer service that was difficult to provide. Equally ...
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