A few years ago, I started hearing the phrase, and seeing it pop up on kitchen trinkets like tea towels and coffee mugs: “Happy wife, happy life.” I won’t go into details on why this phrase drives me crazy but I think it does make …
Agent Experience
Looking Back on Customer Service Week 2017
It’s no secret that unhappy customers are much more likely to spread their poor customer service story than a happy customer. And why not? According to Sprout Social, 55 percent of consumers of consumers call out brands on social to get a resolution or response. …
How an Animated Sitcom Demonstrated the Challenges of Virtual Assistants
It’s not easy to get a rise out of an audience these days—particularly for creators of cable television shows. It can be even more difficult staying edgy over two decades. But leave it to the creators of South Park to find a way to do …
The Customer is Always Right. Right?
Now more than ever, it is critical for contact centers to provide customers with the highest degree of care possible. The emphasis on customer experience, versus basic customer service, has driven businesses to massively expand the role of the contact center. But this trend is …
How to Prevent Call Center Agents Fatigue by using Workforce Management Solutions
In fulfilling their typical daily responsibilities, it can be all too easy for call center agents to become fatigued. They must transition quickly from customer to customer without letting down their friendly disposition, be prepared to work atypical schedules to meet changing demand and leverage …
How to Utilize Your Agents in the Age of Automation
With the strides being made with machine learning and artificial intelligence today, it should come as no surprise that the market for chatbots and automated messaging services is surging to all-time highs. But with the introduction of these new technologies, a debate has cropped up …
Agentenarbeitsplätze modernisieren und Arbeitgeberattraktivität steigern
Muss man jede Mode mitmachen, um als Arbeitgeber attraktiv zu sein? Massagesessel aufstellen und grüne Smoothies anbieten, um die Millenials für sich zu gewinnen? Über Sinn und Unsinn „hipper“ Pausenraumgestaltung kann man sicher diskutieren, darum soll es hier aber nicht gehen. Es gibt allerdings Entwicklungen …
Robotic Process Automation – The Tip of the Iceberg
In a world of Alexa, iRobot and self-driving vehicles, we should be surprised if robots did not make their way into the contact center. With about 70% of contact center expense being human labor, that huge cost is a natural target for most enterprises. If …
Five Stats That Prove Your Agents Need Better Coaching
Famed football coach Vince Lombardi once said, “Perfection is not attainable, but if we chase perfection we can catch excellence.” As a contact center leader saddled with huge responsibilities and challenges, you may know this better than most.
But having the time to impart your knowledge …
Infographic – What Agents Want: Modern & Mobile Workplace Communications
The third and final part of our Agent Experience Report has been released today. This report covers the topic of agents and workplace communication. Interestingly enough, 81% of customer service agents feel that getting in touch with their management should be as easy as getting in touch …