To kick off November’s top 5, Sharon guides us on how to meet digital-first customer expectations by creating a digital engagement landscape. Next, Jennifer details how AI can be used to identify agent burnout and thus, prevent agent attrition. Then, Daniel makes the case for IVR.
As we head into the holiday shopping season, our next top post from Monica is particularly timely. She shares how to position your contact center to reduce both valid and invalid chargebacks, protecting your revenue.
Finally, Jon explores how we can utilize AI agents to work alongside our human agents, increasing the efficiency of our centers and improving our CXs.
Meeting Digital-First Customer Expectations
In an era where digital convenience is a default expectation, customers engage with brands across more channels than ever. From websites to mobile apps and social media to chatbots, the demand for fast, frictionless service is shaping how contact centers must evolve.
How To Combat Agent Burnout and Attrition
The contact center agent’s job is uniquely demanding. Agents juggle rigid schedules, repetitive tasks, and interactions with frustrated or anxious customers. This makes the job stressful, leading to burnout and chronic attrition that disrupts operations, increases costs, and which damages the customer experience (CX).
The Case for Voice IVR
I’m from Ireland. And growing up there, I remember many great times hitchhiking around the countryside as I came into my late teens. Occasionally, my friends and I got lost and had to stop and ask a local for directions.
Charging Back at Chargebacks
Chargebacks, where merchants must electronically return funds to customers for successfully disputed transactions, are an inevitable part of business.
AI Agents and Human Agents – Better Together?
AI is well on its way to transforming the contact center, but no more so right now than with Agentic AI. I was the first analyst to write about this emerging trend last year, and my prediction about this being a leading trend for 2025 is very much coming to pass.
