Agent experience

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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…

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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.

Support your support with self-service Article

Support your support with self-service

More than 20% of agent time is spent looking for info, but having a good knowledge base of content can aid agents with the information they need to better serve customers

Will your support team work from a central location or virtually? Article

Will your support team work from a central location or virtually?

If you find yourself in the position of needing to expand your support team, one important factor will be whether you want your agents to work from a central location or a dispersed workforce

When is it best to use chatbots vs. humans for customer service? Article

When is it best to use chatbots vs. humans for customer service?

A common misconception is that chatbots are intended to solve 100% of problems and completely replace human agents. This is not the case.