The benefits of AI in the contact center are endless. Not only does it reduce contact center costs and greatly improve efficiencies, but it can enable your agents to not to lose sight of what’s really important in the contact center: customer care.
The role of a contact center supervisor or manager is tough. Leaders must juggle several strategic initiatives while fostering a supportive environment for agents. Dealing with high agent attrition rates adds even more stress for managers. Management plays a large role in creating the type of atmosphere and culture that keeps agents happy in their role. Here are some helpful, proactive ways you can drive higher agent engagement and, in turn, help to reduce attrition rates.
If the term or metric in and by itself isn’t a good enough reason to kick off the New Year with a blog on “First Contact Resolution,” check out a few core stats to see how important this metric is within the contact center.
Founded in 2001, Five9 began the cloud revolution in contact centers. It’s been almost sixteen years, but when you look at the numbers it’s pretty surprising to me.
Join renowned industry analyst Sheila McGee-Smith and Five9 CX marketing guru Darryl Addington as they discuss how to turn your tired, ‘90s, premises-based call center operation into a vibrant, digitally-transformed customer experience hub for your company.
