Agent attrition. These two words are enough to make any call center manager cringe these days. While historically, the rate of agent attrition averages between 35% to 40%, that number has risen dramatically in part due to the ongoing pandemic and the Great Resignation. These days, new hire turnover is sometimes higher than 90% in […]
Software as a Service and Managed Software as a Service have their similarities, and that likeness is evident in their names. Yet the difference isn’t as simple as the additional word of “managed.” Their distinctions go beyond that and change the true meaning of each service. What is Software as a Service (SaaS)? Software as […]
Whether you’re calling it the ‘Great Resignation’, ‘Great Reshuffle’, ‘Great Recognition’, ‘Great Reprioritization’, ‘Great Contemplation’, (the list really does go on and on), one thing is certain — workers are quitting their jobs for an array of reasons: burnout, better opportunities, unhappiness & lack of fulfillment, poor pay, among others. NOTE: This blog post was […]
Customer experience has been on a path of transformation since the days of “Press 1 for…” Then came “You can say things like… pay my loan, check my balance, or transfer funds,” which became the new way to start a customer service conversation through traditional speech IVRs around 2016. During that time, customers had to […]
As humans in a modern world surrounded by technological advancements, we have our fair share of frustrations. When it comes to conversing with artificial intelligence, we tend to mold our replies in a way that allows a voice bot or chatbot the ability to interpret what we mean while sacrificing the way we would typically […]
We’ve all been there. We want something done, and we have faith in ourselves to execute the task well enough, if not better than someone qualified to do it. There are many different reasons for our DIY urges: • to save money• to have more control• because we feel capable• because we crave that personal satisfaction from doing something […]
Intelligent virtual agents are zeros and ones that make up a human’s approach to simulate humanity as best as possible. That’s the simplest way to describe them to any time traveler from an age before 1956 who lands in 2021 and is trying to figure out what kind of accent they hear on the other […]
Search any topic on the internet, and you’re going to experience two outcomes: truth and misinformation. Nowadays, it’s hard to decipher which is which as we experience inundation from sources left and right in a 24/7 news cycle that doesn’t take a rest day. Conversational AI is a topic that gets fuzzy with the overselling […]
While the summer sun shone down on the Vegas strip, SmartAction’s CMO, Brian Morin, stood in front of an audience at Customer Contact Week showcasing how SmartAction’s technology and expertise in customer experience have helped TechStyle Fashion Group see impressive ROIs such as $1M in a quarter in headcount costs. Aarde Cosseboom, Senior Director of […]
Customers prefer to handle things themselves. There are many reasons for it — speed, convenience, and ease among the top noted. Customers also expect their needs to be dealt with immediately as they arise. 75% of customers say the most critical part of customer experience is fast response time. So, it’s no shock that many customers […]
Most contact centers have an over-reliance on live agents for even the most repetitive and rudimentary calls and chats. With cloud-based virtual agents, you can automate conversations your live agents are handling today without sacrificing an ounce of CX.
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