Post by shiyabul on Aug 21, 2024 4:13:46 GMT
Consequently, we’re hearing from an increasing number of contact centers looking to invest in tools that will improve their agent engagement as a first step in improving their productivity. When we surveyed over CX professionals across different global markets, we found that % of them reported that investing in workforce engagement management (WEM) tools is a priority for their organization.
Of this majority, over half reported that the main driver of this https://lastdatabase.com/ investment is specifically to improve agent productivity. Dana Shalev DANA SHALEV: Agent productivity remains a challenge as CX and workforce trends continue to shift. The increased consumer demand for a myriad of capable and intelligent digital touchpoints has driven the need for cross-trained, omnichannel “super” agents to rise to the challenge.
The days of agents only supporting phone calls are long gone as contact centers expand and flex to accommodate chat, text, social media, email, and more to meet their customers anytime and everywhere. But without proper training and support, the push towards digital could contribute to agent burnout, complacency and, in turn, lower agent productivity. Contact centers are turning to AI as the ultimate guiding light for agents navigating this transition and expanding their skills.
Of this majority, over half reported that the main driver of this https://lastdatabase.com/ investment is specifically to improve agent productivity. Dana Shalev DANA SHALEV: Agent productivity remains a challenge as CX and workforce trends continue to shift. The increased consumer demand for a myriad of capable and intelligent digital touchpoints has driven the need for cross-trained, omnichannel “super” agents to rise to the challenge.
The days of agents only supporting phone calls are long gone as contact centers expand and flex to accommodate chat, text, social media, email, and more to meet their customers anytime and everywhere. But without proper training and support, the push towards digital could contribute to agent burnout, complacency and, in turn, lower agent productivity. Contact centers are turning to AI as the ultimate guiding light for agents navigating this transition and expanding their skills.