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The Covid-19 Crisis: Do We Put Our Energy into People, Process or Technology?

COVID-19 has impacted everyone’s lives in so many ways. As we all learn to navigate our way through this global crisis, there are increasing...

Strategic Communication: Techniques of Best-in-Class Voice Interactions

Today’s contact centers continue to expand their channel mix beyond voice (e.g., chat, text, email, web and video) to keep up with the communication...

Beware… Five Signals of Customer Care Burnout!

Are your contact center agents increasingly late for work or calling in sick? Are quality and productivity declining while error rates and customer complaints...
Agent Engagement and the Customer Experience

Quick Tips to Help Call Center Agents Survive in 2018

I read countless articles on how to reduce stress in the call center and often wonder, “Why is the contact center environment so traumatic?”...