Agent experience

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Mental Health Awareness Week: How to help remote agents avoid burnout

Learn how to avoid remote agent burnout and how to nurture your team's well-being and connectedness.

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What is an agent touch? Article

What is an agent touch?

Whether it’s to inform your sales or marketing teams, it’s likely that you’ve done lots of…

5 ways customer support affects the bottom line

5 ways customer support affects the bottom line

Good customer support is no longer just about resolving post-sales customer complaints or answering technical questions.…

Employee burnout: spot the signs and prevent it from happening Article

Employee burnout: spot the signs and prevent it from happening

Last year, millions of people around the world went from working in their office, going to…

Supporting your customers starts with supporting your agents Article

Supporting your customers starts with supporting your agents

With customer engagement at a record high, nearly 70% of agents report feeling overwhelmed. Here’s why investing in the wellbeing of your employees benefits your customers too.

Enhancing the agent experience with contextual workspaces Article

Enhancing the agent experience with contextual workspaces

Support agents don't benefit from clunky interfaces or confusing processes.

Chat support models: shared vs dedicated Article

Chat support models: shared vs dedicated

Offering omnichannel customer service is the core of any organization’s support strategy.

Let the robots have those jobs—the evolving AI-agent relationship Article

Let the robots have those jobs—the evolving AI-agent relationship

The warnings say robots are coming for our jobs, but it’s more accurate to say they—AI-supported automation, that is—are taking over tasks that should be automated anyway

Using a smart knowledge base to unlock agent potential Article

Using a smart knowledge base to unlock agent potential

Customer support jobs are most rewarding when agents come through with the right help at the right time.