The Customer Service Blog

NOVEMBER 15, 2023

An overly punitive approach to dealing with these situations, such as the use of debt collection agencies, exacerbates financial stress. Listening to feedback Another strand of our research highlights the need to examine the impact of financial stress and debt across different groups of consumers.

Gambling 83

Gambling Finance Customer Service 83

Totango

JANUARY 6, 2022

But even when we do everything right and create a culture of positivity and open communication within our organizations, occasional stress is inevitable – especially in a high-pressure industry like customer success. Top 5 Stress Management Techniques for CS Professionals. Top 5 Stress Management Techniques for CS Professionals.

Start-ups 87

Start-ups 87

Fonolo

FEBRUARY 27, 2023

To work effectively, they need to be integrated into your contact center strategy. He says customers expect self-service solutions to relieve stress — but a poor setup may achieve the exact opposite goal. But the key to that is, once you direct them to those tools, they have to work.”

Contact Center 142

Contact Center CX Gaming AI 142

Callminer

MARCH 20, 2017

Working as a call center agent is a stressful endeavor, and it’s up to you as a manager to cultivate a positive working atmosphere, foster a sense of ownership, and motivate your team to succeed. Managing call centers today involves much more than scheduling agents to staff the phone lines.

Technology 260

Technology Technology 260

Beyond Philosophy

DECEMBER 19, 2020

To have happy employees, you need to manage stress, whether it’s yours or theirs. Moreover, we are living in exceptionally stressful times right now. Today, I am sharing the advice of an expert in dealing with stress that we hosted on a recent podcast. The First Thing To Know about Stress: You Are Not Alone.

Start-ups 99

Start-ups Customer Experience CX Technology 99

Customer Think

MARCH 12, 2023

Jobs in every sector have seen some attrition recently, and this has placed an enormous strain on workers in every sector, including those working in call centers. In these challenging times, call center agents are managing very real worries of their own while dealing with stressed out consumers.

Contact Center 98

Contact Center 98

Totango

DECEMBER 23, 2021

With the constant pressures of increasing workloads, longer working hours and figuring out how to strike a proper work-life balance, burnout is on the rise like never before. When an employee is overworked, overtired and extremely stressed, they are less likely to be productive. Are your employees motivated to work hard?

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Intercom, Inc.

JUNE 1, 2018

The EU was kind enough to provide a stress test for our email delivery pipeline during the GDPR surge on a scale that I doubt our engineering team as a whole would have agreed to, and we passed. The ability to stress Intercom to the point of breaking, without customer impact, is the ideal. We scaled up considerably.

Engineering 204

Engineering Start-ups Customer Experience 204

Customer Think

MARCH 20, 2023

In fact, 73% of travelers say their spring travel plans are aimed at relaxing and avoiding stress. Research has also shown that 4 in 5 people view traveling as more stressful than going to work. […] For many Americans, spring break means taking a breather from the day-to-day.

CX 64

CX Contact Center Technology Technology 64

Uniphore

APRIL 21, 2020

How do you create a call center work environment when agents are worried, tired and stressed? As the coronavirus chaos continues, many contact centers face little choice but to allow their employees to work from home. Yet, working remotely has many complications.

Contact Center 130

Contact Center Customer Service 130

Inside Customer Service

JUNE 8, 2023

Here are just a few comments from a discussion on LinkedIn Live : "It's always awkward and stressful." "The I'm a customer service trainer who has trained thousands of employees, and I can tell role playing doesn't work. Let's take a moment to cover why role playing doesn't work for customer service training. It's unnerving."

Customer Service 169

Customer Service Contact Center Start-ups 169

Intercom, Inc.

OCTOBER 6, 2020

Our work lives are riddled with anxieties. So, with my manager (I can’t understate how valuable it was to have a manager open to this and engaging with it actively), we figured out a way to challenge those thoughts by recording and reflecting on my work and feedback in a slightly different way. The brag sheet was born.

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Customer Think

APRIL 18, 2023

Working in customer service is one of the most stressful jobs you can have, so it’s no wonder that so many customer service agents eventually have to deal with burnout. How can you support your customer service team in these times of heightened stress? Provide […]

Customer Service 59

Customer Service 59

Fonolo

JUNE 30, 2020

Working in an office setting may be attractive to a seasoned customer service professional who can’t work long shifts on their feet. Consider taking inventory of your call center’s tools and gather feedback from your agents on what is working and what isn’t. Try asking: “Please explain to me how _ works.”.

Contact Center 136

Contact Center Construction Start-ups Sales 136

Zendesk

SEPTEMBER 5, 2023

While going through your first round of funding after seed money can be exciting, many founders claim it’s a stressful experience—it’s fairly common for startups to go through numerous rejections before securing funds from an investor. “We It was definitely a moment of stress, but we got through it.”

Legal 52

Legal Sales 52

Uniphore

NOVEMBER 19, 2021

This can be a stressful process for delinquent customers (often experiencing financial hardship) and businesses trying to balance recovery with maintaining a positive customer relationship and brand reputation. When customers miss payments, it’s up to collections departments and agencies to recover what is owed.

Compliance 130

Compliance AI Customer Relationship 130

Fonolo

JULY 13, 2021

Work and money are two of the most common sources of stress among adults. The COVID-19 pandemic has exacerbated this stress, with 52% of workers feeling burnt out this year. Stress is notoriously prevalent in call center agents. Sounds stressful, right? Advocate for work-life balance.

Contact Center 81

Contact Center Construction Technology Technology 81

Uniphore

JANUARY 21, 2022

By utilizing real-time emotion, sentiment and intent analysis, healthcare CX providers can better understand member concerns and take appropriate next-best actions—injecting much-needed empathy into often stressful interactions and winning over wary members.

Healthcare 246

Healthcare Artificial Intelligence CX Compliance 246

Fonolo

SEPTEMBER 20, 2022

FACT: 59% of millennials surveyed stress how important training and development opportunities are when they decide on whether to apply for a job. Offering ongoing training helps engage agents in their work, leading to lower employee turnover rates and overall happier employees.

Scorecard 141

Scorecard Contact Center Gaming Start-ups 141

Fonolo

FEBRUARY 22, 2022

At the end of a long work day of managing agents, customer queries, and high call volumes, call center leaders want to have achieved two fundamental goals: retain solid employees, and provide excellent customer service. And, existing agents are forced to pick up the slack throughout this process, adding more stress to their workday.

Contact Center 87

Contact Center Business Operations Start-ups Technology 87

Fonolo

MARCH 14, 2023

Contact center work is challenging. The work can be repetitive and stressful, leading to employee burnout. There are many factors that play into agent turnover, including negative work culture, poor hiring and onboarding experiences, not having the right tools and resources to do their job, and more.

Contact Center 95

Contact Center Artificial Intelligence AI Technology 95

Execs In The Know

APRIL 9, 2024

Leading causes include high stress levels, inadequate training, lack of advancement opportunities, and a more competitive job market. Add the shift to remote work environments, and we’re experiencing an unprecedented turnover that causes too many sleepless nights. But here’s the good news: it doesn’t have to be this way.

Contact Center 52

Contact Center AI Technology Technology 52

Uniphore

JUNE 15, 2021

High Stress. It's All In A Day's Work. Customers are 10x more likely to recommend a brand whose employees can answer their questions* 91% of call center agents are likely to quit their jobs in 2021 † 41% cite stress and burnout as their reason to leave †. Call Center Life. High Stakes. Your Call Center Is a Glass House.

CX 162

CX Social Media Contact Center Actionable Insights 162

Fonolo

AUGUST 22, 2023

How does it work? Well, if you work in the contact center space, you may be familiar with using call-backs to offer customers an alternative to hold time. Top 7 Problems Call-Backs Can Solve If Scheduled Call-Backs are offered, they can arrange a call-back at a time that works for them.

Contact Center 67

Contact Center Sales Gaming Customer Service 67

Fonolo

MAY 27, 2021

Employee feedback is critical for businesses who want to understand their employees’ opinions and attitudes towards work, and improve their business policies and processes. To get there, however, surveys help you fulfill 3 purposes: Find out how agents feel about their work and the company. How do you feel about work today?

Construction 136

Construction Technology Technology Contact Center 136

Intercom, Inc.

APRIL 8, 2020

We’d like to share some insights from what we’ve learned so far about software delivery and operations over the past few weeks of working from home during COVID-19 , and how we as an engineering team have adjusted to this unprecedented, unpredictable situation. New situation, new processes? What do we need to change? Assessing the reality.

Engineering 223

Engineering Start-ups 223

Uniphore

DECEMBER 27, 2021

The two technology experts discussed the pandemic-fueled shift toward remote work—and how that shift has fundamentally reshaped IT help desk operations and expectations. “Remote work is here to stay,” states Sathiaraj. ” With more employees working remotely, IT help desk volumes have soared.

Manufacturing 211

Manufacturing AI Engineering Technology 211

Logicalware

DECEMBER 18, 2023

The holiday season is a time of joy and celebration, but for customer service teams, it’s also a time of increased stress and demand. It involves juggling various aspects, including updating your website, managing agents working remotely, and optimising self-service options. Are you ready to optimise your contact centre?

Customer Service 52

Customer Service Customer Experience Omnichannel CX 52

Fonolo

JANUARY 12, 2023

Contact centers are notoriously challenging places to work. Agent turnover is high , and the jobs are stressful. So it’s excellent news that agents feel overwhelmingly positive about the AI tools available to support them at work. . Tools like interactive voice response already lower stress in the call center.

Artificial Intelligence 138

Artificial Intelligence Contact Center Sentiment Analysis AI 138

Comm100

APRIL 10, 2024

Customer service: The current challenges Traditional customer service procedures face many limitations, with human employees often subjected to stressful experiences daily. In this regard, AI can help relieve the stress by being integrated into a more structured approach to customer service.

Customer Service 88

Customer Service Predictive Analytics AI Artificial Intelligence 88

Myra Golden Media

MAY 21, 2020

As some companies begin phasing back into office work, employees are worried. ” Stressed frontline employees are becoming short and defensive with customers. Please be patient with us as we adapt to this new normal of working from home.” ” “We have a team working on a re-opening plan. ” TWo.

Customer Relationship 126

Customer Relationship Customer Service Customer Experience 126

Taylor Reach Group

MARCH 20, 2020

Mental health disorders are pervasive, according to the Center for Disease Control (CDC), with nearly 1 in 5 Americans aged 18 or older reporting mental illness and more than 70% reporting at least one symptom of stress in 2016. In the UK alone over 15 million working days were lost to mental illness last year.

Contact Center 105

Contact Center 105

Uniphore

JANUARY 24, 2022

In fact, 91 percent said they were likely to quit‡ in a recent survey, with nearly half citing stress and inadequate training. A 50% decrease in after call work effort for a major European telecommunications provider. Did you know that 63 percent† of customers churn after a bad experience? Don’t blame the agents. The list goes on….

Healthcare 130

Healthcare AI Technology Technology 130

Hodusoft

OCTOBER 22, 2021

Likewise, when employees are tired, overworked, or unhappy , it shows in their work. Furthermore, allowing competent agents the freedom to retort differently and find creative ways to resolve issues can boost their morale, work engagement, and productivity. In a call center, stress can impact agents and influence the center as a whole.

Social Media 122

Social Media Outlook Customer Satisfaction Contact Center 122

Doing CX Right

JULY 25, 2022

David Allen, Best-Selling Author of "Getting Things Done: The Art of Stress-Free Productivity," explains 5 core behaviors you need to do to get anything under control, stay productive, and relaxed for better work and life experiences. The post Getting More Organized and Productive Through GTD® appeared first on Doing CX Right.

CX 75

CX Customer Experience 75

Uniphore

JUNE 17, 2021

Unresolved callbacks not only create more work for your agents, they also often come with added customer frustration. This stress, in turn, feeds into employee attrition rates—a major call center pain point. Why FCR Matters to Your Agents. What Your Call Center Agents Rant About on Social Media. Register Now. Intro to Call Center Life.

AI 182

AI Social Media Customer Satisfaction Omnichannel 182

Shep Hyken

MAY 27, 2022

Even on days that we are not working, we have this subtle question running in our minds- Was I productive today? This is because we have come a long way in our understanding of productivity which is no longer only about the amount of work but something more. Talk of productivity, and we all have got something to share.

CX 112

CX Technology Technology Omnichannel 112