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News : Khoros Reveals How to Best Retain Contact Center Agents with AI and Automation

#contactcenterworld, @khoros

Khoros, a digital- customer engagement software and services, released its latest whitepaper, The whitepaper explores how brands can address contact center agent pain points to achieve lasting retention.

In November 2021, a record 4.5 million Americans quit their jobs. Contact centers were hit especially hard: compared to other occupations, contact centers lost twice as many employees, costing brands time and money and disrupting customer care. 

....NOTE - content continues below this message


INVITATION

We invite you and your colleagues to join us LIVE as we take the highest rated industry conference back on the road in 2022 - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

>>>>> FIND OUT MORE: HERE


....CONTENT CONTINUED BELOW

From its proprietary research, Khoros identified five important ways contact center automation can improve job satisfaction for agents, thereby reducing turnover. Strategies to accomplish each are detailed in the report. This report also highlights pain points for contact center leaders, as well as strategic priorities and a portrait of the ideal agent of the future.

"Agent attrition isn’t just a trend, it’s a major hurdle for contact center leadership," said Sejal Amin, chief product technology officer (CPTO) at Khoros. "As agents take on more channels, more complex interactions, and more calls, organizations need to provide them with solutions that enable them to be more efficient and engaged. Turnover can’t be eliminated completely. However, modern technology like automation and an omnichannel engagement hub can certainly help agents be more productive and successful, in turn, making your customers happy, too."

#contactcenterworld, @khoros


About Khoros, LLC:
Company LogoKhoros, built from Spredfast Lithium, is the leading customer engagement platform built to turn siloed knowledge into enterprise value, and customers into contributors. By connecting consumer insights across all departments, Khoros gives companies the ability to run their business with their customers, anticipating their needs and accelerating sales, loyalty, and innovation. With 2,000 customers, including 52 of the Interbrand 100, and ten offices globally, Khoros powers approximately 500 million digital interactions every day.
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Today's Tip of the Day - Auto Attendant Options

Read today's tip or listen to it on podcast.

Published: Sunday, May 1, 2022

Printer Friendly Version Printer friendly version

2022 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

3.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
 

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