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How to help contact center agents avoid burnout

Inside Customer Service

Is burnout gripping your contact center? A worldwide survey of contact center agents revealed 59 percent are at risk of burnout, including 28 percent who face a severe burnout risk. That spells trouble for contact centers. That study found 74 percent of contact center agents were at risk of burnout.

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Contact Center Workforce Management Best Practices

Fonolo

That’s why contact centers are investing in it in droves. In fact, Gartner reports that by 2025, 60% of contact centers will have implemented AI-driven workforce management tools to help optimize scheduling and resource allocation. How Can WFM Help my Contact Center? higher adherence rate than those without.

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5 ways to be a better ally in contact centers

Callminer

Rick Britt, CallMiner's VP of AI, shares his thoughts on diversity in the contact center industry and how people can be better allies to help change the industry. Read more in his blog.

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CX4Now: Contact Center KPIs that Matter

Fonolo

Your contact center may run like clockwork, with engaged agents answering calls quickly, solving problems, and creating satisfied customers in record time. But without the contact center KPIs and metrics that managers use to measure the effectiveness of their operations, you’d never know for sure. KPIs matter.

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The State of Customer Experience 2023 Report: Part 2

So why do more than ⅓ of business leaders want contact center associates back in the office? Check out The Northridge Group’s latest CX research report—the 7th annual CX survey of 1,000 customers and 250 business executives—to learn how your business can enhance customer service and experience.

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What are omnichannel contact center solutions?

Callminer

It's important for contact centers to meet customers where they are and on their preferred channels. Read this blog to learn more about omnichannel contact center solutions.

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Leading Contact Center Conferences and Events

Fonolo

Attending contact center conferences and live events is an excellent way to keep up with technology and best practices in this rapidly changing industry. Call Center and Customer Service Conferences If you’re wondering what contact center or customer service industry conferences to attend in 2023, we’ve got you covered!

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The Inner Circle Guide to Remote & Hybrid Contact Center Solutions

In this handy guide, learn everything you need to build your ultimate contact center—with no walls and no limitations. Employees and employers are now used to working from anywhere and finally have the collaboration and communication tools to do so. Empower your agents to serve your customers better from anywhere.

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Expert Insights: Your 2023 Guide to EX, CX, and Technology

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Contact center operators have been buffeted by the pandemic, work-from-home initiatives, the great resignation, and quiet quitting. As a result of these changes, new challenges have emerged, requiring contact centers to undergo major transformations. Adoption and innovation are swift and ongoing.

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Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Mary Kane & Imran Mohammed

When Contact Centers face issues with First Contact Resolution (FCR), conducting a root cause analysis to identify the process, systems, and/or behaviors that are failing is the best way to understand the exact drivers contributing to repeat calls.