You need to see improvement, but why spend time recruiting and training new agents if you don’t have to? Most contact centers planned for growth this year, but hiring great talent has been...
Agent Productivity
10 Ways to Improve Agent Efficiency in Customer Support
You have access to so much technology as a customer support leader these days, yet studies show frustrated customers complain most about things like ineffective and slow customer support agents. If...
Decision Trees 101: How Your Support Team Can Benefit
Do you know how much time your support team wastes each year finding answers to complex customer questions? Inefficiency costs companies more than you might realize: 516 million hours each year from...
Agent Assist is Actually the Easiest Support AI Initiative Out There
The term “AI initiative” is often met with curiosity, and hostility. Companies and contact centers that have tested the waters know that an AI initiative is like an iceberg - with benefits peaking...
You Can Lower Call Handle Time by 25% With The Right Knowledge Management System
This post originally appeared on our partner, Genesys' website. Despite advances in technology and management practices, customer service statistics haven’t improved over the last four decades. A...