Uniphore

AUGUST 6, 2021

These are some of top contact center pain points driving employee disengagement today. In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate.

Contact Center 246

Contact Center Social Media Artificial Intelligence Voice of the Employee 246

Uniphore

JUNE 22, 2021

You listen to your customers on social media. Do you listen to your customer service employees? No need to dig through thousands of threads across Quora, Reddit, Facebook, and Twitter to hear what your call center agents are REALLY saying about their jobs… We took care of that for you. Check it out!

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Social Media Contact Center Actionable Insights Entertainment 219

DMG Consulting

DECEMBER 7, 2021

Question: Should speech and text analytics be used outside the contact center? Interaction analytics should be used to conceptually “take the pulse” of a company’s customers and reduce the risk of social media mistakes, which are very costly to a brand. appeared first on DMG Consulting.

Text Analytics 77

Text Analytics Contact Center Legal Artificial Intelligence 77

Fonolo

NOVEMBER 21, 2017

Now let’s take that scenario and think about how to show the same amount of gratitude to call center agents. Even though employee appreciation may seem like common practice, most contact center agents feel unappreciated and disengaged. Give Agents a Voice. We’ll talk about: Social Media for Crisis Management.

Contact Center 64

Contact Center Social Media Voice of the Employee Education 64

Execs In The Know

DECEMBER 6, 2021

For businesses around the globe, Contact Centers represent the heartbeat of their organization: it’s where their two most valued constituencies — employees and customers — intersect and interact. Employers are facing far-reaching challenges related to their contact center workforce that include: Difficulty hiring strong talent.

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Contact Center CX Unstructured Data Social Media 52

Execs In The Know

DECEMBER 6, 2021

For businesses around the globe, Contact Centers represent the heartbeat of their organization: it’s where their two most valued constituencies — employees and customers — intersect and interact. Employers are facing far-reaching challenges related to their contact center workforce that include: Difficulty hiring strong talent.

Contact Center 52

Contact Center CX Unstructured Data Social Media 52

Execs In The Know

FEBRUARY 29, 2024

Example: A multinational corporation invested heavily in a social media management platform for its marketing team without considering the use cases and needs of its frontline customer care staff. Consider the employee experience. Contact center agents are tasked with learning seven tools, on average, to do their job well.

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CX Transformation CX VOE AI 99