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News : Social Media Study: Stress Hurts Call Center Employees and the Customer Experience

#contactcenterworld, @jacada_inc

Jacada, a provider of AI and RPA powered virtual assistants, recently released key insights on why contact center employees are stressed and how their stress negatively affects the customer experience.

"We wanted to get an unfiltered, insider look into how contact center employees view their roles, what their pain points are, and what solutions they feel could help them consistently deliver great customer experiences," said Kumaran Shanmuhan, Chief Growth Officer at Jacada.

There have been many studies that document the state of the contact center and the mental health of contact center agents during the pandemic. Rather than run another survey, Jacada sought to analyze conversations between contact center employees on social networks such as Facebook, Twitter, Reddit, and Quora. It then used the stories it collected, along with key statistics and supporting research, to create an illustrative snapshot of call center life.

Jacada reports that contact center employees are increasingly resorting to social networks to vent and to seek help from peers. Online communities that enable call center workers to commiserate on their struggles and share best practices have grown by 77% in membership and by 75% in daily conversations since January 2020.

Findings reveal fundamental issues with how contact centers operate today, covering a wide range of knowledge management and workforce engagement management topics such as hiring, onboarding, training, quality management, performance management, and coaching.

"Increasingly, companies listen to their customers on social media, but what about their employees?" Sheila McGee-Smith, President & Principal Analyst, McGee-Smith Analytics, LLC, asks. "As Jacada has done with this research, it turns out that agents are quite clear about conditions and practices that prevent them from doing their jobs well. Instead of tuning them out, if companies lean in and listen, they can actually learn a lot about how to make the employee experience better, which in turn creates a better customer experience."

#contactcenterworld, @jacada_inc

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.globenewswire.com


About Jacada:
Company LogoJacada is a provider of contact centre productivity solutions. The company 19s solutions help customers rapidly simplify and improve high-value business processes without the need for long and expensive systems replacement projects. Jacada WorkSpace is a unified desktop that incorporates all critical functions required by the contact centre agent to successfully complete customer interactions.
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Published: Monday, July 5, 2021

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2024 Buyers Guide Automated Call Distributors

 
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Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


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Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.
 

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