1 minute read
By Susanne Pitts
Posted in Customer Engagement
Have you considered how much pressure your customer service agents are under? Not only are there spikes in call volume—the volume on emotionally charged customer interactions is also rising.
Throw into the mix a lack of office camaraderie, remote learning for school-age kids, and just the general challenges of social distancing—and you have a recipe for seriously stressed out agents.
It’s safe to say that it’s never been more important to encourage team connectedness while also supporting work-life balance. By promoting the connection of people to knowledge, AI-powered technologies are helping reduce agent stress and strain.
Verint’s Ryan Hollenbeck, senior vice president, global marketing and executive sponsor of Verint's customer experience (CX) program, explores this topic in his new article for Forbes.
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