ebooks-guides call-center-agent-experience-guide 
Uniphore
JANUARY 24, 2022
Go Beyond Call Center Coaching with Real-Time Agent Assist. Agent assist software builds agent engagement and proficiency with live call center coaching, training and process optimization. Agent Engagement Matters. Current agent coaching is leading to customer—and agent—turnover.
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.
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Uniphore
JUNE 10, 2021
We also learned just how important contact centers are to our everyday lives. When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. At Jacada, we recognized the challenges of overwhelmed—and often understaffed—contact centers early on.
Uniphore
JUNE 10, 2021
3 Ways Call Center Coaching is Leading to Customer Churn. And How to Fix it With Agent Assist. It’s no secret that better coaching creates more effective agents and better overall customer interactions. Why then do so many call centers struggle to convert coaching into real, measurable results?
Fonolo
JANUARY 31, 2018
It’s going to be a big year in the world of contact center and in customer service technology. The Inner Circle Guide to Cloud-based Contact Centre Solutions. If this topic interests you, you might want to check-out our post from 2 weeks ago The Hidden Power Structure of Cloud-Based Call Centers. Where to get it: [link].
Comm100
DECEMBER 19, 2017
Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Creating a positive customer journey — from the first interaction (calls, live chat, emails or social media) to the purchase and even after the sale is made – is paramount if you want to attract and retain customers.
1 to 1
JANUARY 18, 2022
A quick live chat with a bot, for instance, can rapidly escalate to an emergency call with an agent, which we refer to as an associate, and vice versa. The same is true for a call that begins with an interactive voice response (IVR) system. What is a contact center associate? What is an IVR? The best fit. The best fit.
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