CX

Resources for your support team.

How are you addressing agent burnout?

How are you addressing agent burnout?

ContactCenter Pipeline’s annual survey says attrition is the #1 challenge for customer support centers and most contact centers have over 30% attrition rates. A large part of this is due to agent stress and burnout. As customer support agents move the work home due to...

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How are you measuring and optimizing customer effort?

How are you measuring and optimizing customer effort?

The amount of effort that the customer has to make to get technical support has a direct effect on customer retention. Low automation and unconnected systems increase the burden on customers to get help. Investing in AI-driven automation across the customer support...

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Better rep experience drives positive outcomes

Better rep experience drives positive outcomes

When support organizations focus on AX (agent experience), on average it drives over 19% productivity with an 11% higher customer satisfaction score and it also reduced customer's effort by 9%. In fact, with cross-stack autonomous platforms, companies are surpassing...

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How are you helping your support teams with automation?

How are you helping your support teams with automation?

More than 75% of customers expect support agents to have the context and information to effectively solve their problems. Yet nearly half of agents almost never or only occasionally have the context they need to most effectively and efficiently solve their issue. It’s...

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What’s your Customer Effort Score?

What’s your Customer Effort Score?

Customer Effort Score is a very important metric to measure in the overall Customer Experience. Customers are expecting a low effort service so that they don’t have to provide a lot inputs and repeat information at every interaction. Teams that reduce customer effort...

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