Contact center agent burnout is nothing new. Just look at average attrition rates: the Quality Assurance and Training Connection (QATC) reports that annual contact center employee attrition averages 30-45%, which is extremely high compared to other industries.
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Transforming customer experiences
Digital transformation should be more than an aspirational goal or buzzword. For businesses to succeed and stay ahead of competitors into the future, it’s critical to commence a relevant digital transformation journey that will grow and change with an organisation and its environment.
Data is critically important, but contact centers often route their customers without it—many organizations are holding on to legacy queue-based routing methods developed nearly 50 years ago.
During these volatile times, your business needs to increase productivity, support your people with a better work experience, and meet the expectations of a digital-first customer.
With interaction volumes—and customer expectations—soaring, more and more contact centers are re-evaluating their contact center software and providers.
A half-baked digital platform isn’t enough to keep up with the demands of a digital world. Often, what’s really required is a system that keeps up with thousands of simultaneous interactions and can meet customer needs and match the complexity of every exchange. Check out these short videos to learn how you can implement a knowledge management platform to upscale your self-service and deliver impactful customer experiences 24 hours a day, 7 days a week.
NEVA is the Attended RPA assistant designed specifically with the employee in mind. Her capabilities ensure real-time process optimization and automation of desktop tasks, resulting in improved employee and customer experiences. Learn more about how she can guide compliance in your contact center.