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News : UJET Launches Research to Improve Contact Center Agent Attrition

#contactcenterworld, @UJETco, @DMGConsultLLC

San Francisco, CA, USA, July 27, 2022 -- UJET, Inc., a cloud contact center provider, announced new research by DMG Consulting on the rising employee retention challenge in the contact center. The UJET-sponsored whitepapers reveal useful ways for Contact Center Leaders to engage, empower, and retain their employees.

Unprecedented levels of turnover across all aspects of the business continue to cost organizations money and time. But with many contact centers experiencing record-high attrition rates, the Great Resignation can actually be a positive trend for an industry plagued with turnover for decades. It brings senior executives’ attention to a long-standing and serious problem, driving urgency to resolve staffing challenges.

"Customers’ expectations continue to rise. With staffing shortages at an all-time high, brands are unable to meet consumer demands," said Vasili Triant, COO of UJET. "Long wait times and poor resolution rates are driving folks away – and extended shifts and higher stress are causing employee burnout. It’s a lose-lose situation. DMG’s research shows technology can empower agents to succeed in solving customers’ problems and ultimately lower stress. The result is reduced turnover and increased customer loyalty."

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Today’s contact center agents are on the frontline representing an organization’s brand and values to customers and prospects. However, the complexity of interactions and outdated technology increases the risk of non-productive interactions that negatively impact both the customer and the agent’s experience.

"Contact centers can improve agent retention by changing long-standing and ineffective policies and practices," said Donna Fluss, President of DMG Consulting. "These whitepapers and webinars will give leaders the best practices, tips, and tools they need to build a positive and welcoming contact center culture that drives enhanced performance."

Leaders taking the steps to empower and engage employees, while embracing the latest technology can bring about real change for their organizations and ultimately improve the agent and customer experience. 

#contactcenterworld, @UJETco, @DMGConsultLLC

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


About UJET:
Company LogoUJET is a cloud contact center platform for smartphone era CX. By modernizing digital and in-app experiences, UJET unifies the enterprise brand experience across sales, marketing, and support, eliminating the frustration of channel switching between voice, digital, and self-service for consumers.
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About DMG Consulting LLC:
Company LogoDMG Consulting LLC is a strategic advisor to companies large and small. The company mission is to leverage technology, process and people to optimize operational efficiency, sales and profits for its clients. The actionable strategies and tactics effect change in internal process and technology to maximize the return from all customer-facing activities - sales, marketing and customer service. The company methodology includes in-depth analysis of all processes, systems and staff that touch customers.
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Today's Tip of the Day - Total Solution

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

Published: Thursday, July 28, 2022

Printer Friendly Version Printer friendly version

2022 Buyers Guide Messaging Systems

 
1.) 
Amtelco

miSecureMessages
miSecureMessages is an encrypted messaging application designed as a pager replacement for healthcare organizations, call centers, and enterprise environments.

2.) 
eGain Corporation

Messaging Hub
eGain has rearchitected its platform to handle the messaging channels in a new way. eGain Customer Engagement Hub™, the platform that unifies knowledge, AI, analytics, and conversations to ensure that no channel is left in a silo, also powers the eGain Messaging Hub.

3.) 
Startel Corp.

Contact Center Software
Startel is a leading provider of unified communications, business process automation and performance management solutions for contact centers. Since its founding in 1980, Startel has established a loyal customer base from a variety of industries, including contact centers, education, healthcare, insurance and telephone answering service. Startel's solutions are designed to enhance the customer experience, improve employee productivity, reduce operating costs, and increase revenues.

4.) 
Synthetix

Chat
Chat, Synthetix’s multichannel live chat solution offers customer support in real-time, driving huge efficiencies.

When customers have complex queries that require human intervention, live chat proves far more efficient than traditional channels. Not only is it quicker and more convenient than waiting on hold to be dealt with, but with AI-powered features, it produces massive ROI.

With concurrent chat slots, a live key-press feed and AI-predictive suggestions that recommend articles in real-time, Synthetix Chat reduces average handling times by up to 50% compared to standard live chat.
 

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