Daily Affirmations with Stuart Smalley mocked the self-help industry, but there have been numerous studies affirming a wide array of benefits of both self-affirmations and words of encouragement from others.
Casey Klein isn’t a self-help guru, but he is thinking about ways to make life in the contact center better for agents. Among those ideas is using data to intervene and provide encouragement when agents have emotionally difficult calls.
We discuss:
- Why contact centers experience staffing challenges
- Virtual Agents pros and cons
- Real-Time Guidance / Agent Scripting pros and cons • Robotic Process Automation (RPA)
- AI’s role in Contact Centers going forward
- Innovative ways to improve Employee Experience
Connect with Casey on LinkedIn
Music courtesy of Big Red Horse
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