Explore how prioritizing agent well-being can transform contact centers, enhancing efficiency and customer experience.

In my previous post, "Is It Time To Disrupt Your Call Center?," I described an all-too-common experience of calling a major credit card issuer for help, focusing on the impacts on the customer ...

8x8 Reimagines the Contact Center with 8x8 Agent Workspace; Delivers Purpose-built, Context-driven Agent Experience in a Single, Integrated Solution ...

Omnichannel proliferation needs more than your average agent. Organizations should develop super agents to better address customer needs. There’s more demand on the contact center workforce now ...

eGain has introduced the eGain AI Agent for Contact Center, a new solution designed to enhance agent performance and customer satisfaction in contact centers. By providing agents with AI-driven ...

Using your customers as “guinea pigs” to train your call center agents isn’t an option anymore. These days, every customer counts, and retention has become paramount for every organization. Research ...

AI's value is to enhance the ears, the eyes, and the ‘voice’ of the contact center – their agents.

To thrive as a third party contact center provider, you need to understand what today’s agents expect from the workplace, so churn rates fall, retention rates improve, and, most importantly, employee ...

BenchmarkPortal’s one-of-a-kind agent experience survey, sponsored by eGain, reveals that contact center agents continue to get hamstrung in the post-pandemic era by lack of knowledge-based ...

The Covid-19 pandemic has radically transformed the contact center over the past 12 months, from front-line agents all the way up to senior leadership. Contact center leaders have found themselves ...

Voice-over-IP and wireless and computer telephony integration options are making it easier to set up call center agents to work at home.