The Real Cost of Employee Turnover in a Contact Center

The Real Cost of Employee Turnover in a Contact Center

The struggle is real:  Finding ways to boost agent engagement and retention with your most talented team members is crucial not only to the bottom line, but to delivering outstanding customer experience (CX).  As a contact center leader, it’s advantageous to understand the real cost of employee turnover, and, more importantly, make it a strategic…

Spotting Customer Service Agent Burnout Before It’s Too Late

Spotting Customer Service Agent Burnout Before It’s Too Late

As anyone who has worked in a contact center can tell you, the environment is both fast-paced and high-pressure. When the expectations from customers are at an all-time high, there can be no greater problem than agent burnout. Burned-out agents are more likely to make mistakes, be disengaged, and, more concerning, provide poor customer service….

AI in Customer Experience: Insights from Quality Management and Other Contact Center Solutions

AI in Customer Experience: Insights from Quality Management and Other Contact Center Solutions

Artificial Intelligence (AI) has been written about increasingly frequently in the past year. There is probably one area where there are more expectations for AI than in customer experience. This makes sense since in many companies, contact centers are seen as a cost center so those operating call centers or holding support centers under their…

Automated Quality Management: More Than Just Scoring

Automated Quality Management: More Than Just Scoring

AI has been quietly knocking on contact center doors for years. But in 2023, with the thunderous buzz around ChatGPT and generative AI, the call finally became impossible to ignore. Today, AI is solidly inside every top-performing contact center—everything from automated quality management to virtual agents. For customer experience (CX) leaders, the question is no…

The Future of Customer Service: A Shift to Digital Contact Center

The Future of Customer Service: A Shift to Digital Contact Center

Contact centers and customer service teams remain essential touchpoints for better customer engagement. Over the last decade, companies have understood how essential agent engagement and motivation are to delivering better customer experiences and the importance of building out processes and managing people to deliver gratifying customer experiences. With developments in AI, such as automating quality…

The Power of Recognition: How to Motivate Agents Authentically

The Power of Recognition: How to Motivate Agents Authentically

Think about the last time you reached out to a contact center for one of the services or products that you purchased. You could have contacted the company in a multitude of ways — chat, text, social media, or even an “old-fashioned” telephone call. No matter how you may have reached out, one thing is…

The Role of AI in Streamlining Quality Management Processes

The Role of AI in Streamlining Quality Management Processes

One thing that’s certain is change. This definitely applies to customer needs and preferences, and contact centers are constantly striving to stay one step ahead of evolving customer requirements. A desire for instant-access self-service options is shifting how customers want to engage. Yet, should they need help with more complex issues, a knowledgeable, responsive agent…

The Future of Customer Service: AI and Human Collaboration

The Future of Customer Service: AI and Human Collaboration

Unless you’ve been under a proverbial rock, you’ve heard and seen a massive amount of change in customer service — particularly in the past year. Many are pronouncing that there is no greater revolution in customer care than what’s happening right now. Directors and managers of call centers are likely getting questioned by peers in…