7 Proven Ways to Manage Contact Center Agent Staffing Shortages

7 Proven Ways to Manage Contact Center Agent Staffing Shortages

If you’re a contact center professional, you’re probably feeling the pain of agent staffing shortages. Due to the pandemic, we’re experiencing an unusual dynamic in the labor market right now. The U.S. unemployment rate was 5.4% in July 2021, higher than pre-pandemic levels, yet the news is full of stories about businesses of all sizes…

Agent Engagement: Why it Matters and 6 Ways to Nurture it

Agent Engagement: Why it Matters and 6 Ways to Nurture it

In a world where customer experience is a key to business success, contact center agents play an important role as brand ambassadors of your organization. By the time a customer reaches an agent, they’ve likely tried all self-service options and want someone who can talk with them, understand their problem, and quickly resolve it.

8 Benchmarks To Improve Your Live Chat Metrics

8 Benchmarks To Improve Your Live Chat Metrics

A live chat system gives customers direct access to help and service, wherever they are. Another bonus: Customers can multitask while waiting for an agent’s response. The same can be said for live chat agents, who can search and gather supporting information during a responsive live chat session with a customer without having to put…