InMoment XI
OCTOBER 31, 2024
Your call center plays a huge role in your brand reputation. As a result, it’s important to deliver a positive call center experience that meets customer expectations. As a result, it’s important to deliver a positive call center experience that meets customer expectations.
Calabrio
MARCH 25, 2025
Workforce Management How to Measure, Evaluate, and Improve Call Center Agent Performance Share In today’s competitive business landscape, call center agents serve as the critical frontline, directly shaping customer perceptions and driving brand loyalty.
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Kayako
MAY 13, 2022
In fact, 79% of US consumers say they have used a self-service portal for customer service, and 88% of customers expect companies to have self-service options. 65% use self-service channels because they like the convenience and don’t want to talk to agents or wait on hold to do simple routine tasks.
Calabrio
MARCH 26, 2025
Conclusion AI is revolutionizing call center coaching, reducing burnout while enhancing agent performance. These cases highlight how AI-driven coaching and automation can reduce burnout, enhance retention, and improve both agent and customer experiences.
Speaker: Brian Morin & Helena Chen from SmartAction
However, there is no denying there are fewer call center jobs today as self-service capabilities have expanded. Key takeaways: Understand the nature of the 4th industrial revolution & the connection to contact centers. Why modern contact center leaders need a historical perspective on current trends.
Calabrio
MARCH 7, 2025
Workforce Engagement How to Combat Call Center Agent Attrition Share You know the signs: increased average handle time (AHT), increased irritation, productivity decline. Even in a remote/hybrid workforce, contact center leaders (if theyre paying attention) can see when their employees are slipping. Next stepattrition.
NICE inContact
APRIL 5, 2020
With technology’s rapid evolution, convenience and self-service from decades ago don’t quite measure up to today’s expectations. For contact centers, it’s an ideal opportunity to rise to the challenge. The days where a simple IVR system did the trick are long-gone.
Speaker: Sofia Burton & Tiffany O'Malley from SmartAction
Contact center leaders have faced an onslaught of burdens exacerbated by the pandemic. Agent attrition has always been a huge problem, but now the difficulties of the worker shortage make securing live agents for call centers highly competitive. How do you make a real case for implementing self-service in the contact center?
Speaker: Brian Morin, CMO, SmartAction & Aarde Cosseboom, Director of GMS Technology and Product, TechStyle Fashion Group
How many hours do you think your call center agents spend answering repetitive, transactional calls that don’t require human assistance? You will learn: What factors went into TechStyle's first decision between tackling internally or outsourcing to a partner.
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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.
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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
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