There is no doubt that your agents’ experience has a direct correlation to the experience your customers have. In partnership with Farrell Insight, we conducted our annual survey of over 500 agents to understand how their needs and preferences are changing.
We designed this report to help you shape a thriving contact centre and the traits to look for when seeking or developing the highest-performing talent for your team.
The 2022 report contains eye-opening details and key takeaways you won’t want to miss.
Agents shouldn’t be bogged down by process and software complexity. It gets in the way of doing what they do best — connecting with customers. Technology and agents should work together to fuel positive connections with customers — helping agents spend less time worrying about procedures and more time solving problems
Check out our new eBook to see how AI-powered workforce engagement management solutions provide a foundation for agent success. Plus understand how these solutions enable agents to be productive and efficient in their fast-paced, demanding jobs
Productivity is at an all-time high for a number of organisations. Between hybrid work and expanded benefits and increased profits, it’s becoming easier than ever to achieve work-life balance. This is great news for companies and management. An engaged and happy workforce can create great customer experiences and provide growth and leadership opportunities for your employees.
Working in a contact centre can be an exceptionally difficult job, however. Agents can become emotionally and mentally exhausted and stressed; especially if they have to work long hours during peak times. Management, technology, equipment and training directly influence the employee experience. Failure to recognise the value of these needs or the warning signs of burnout can lead to dissension, churn, decrease in productivity, or the most over-hyped, insidious and treacherous workplace trend ever created: the dreaded “quiet quit…”
As the healthcare industry continues to evolve, patient satisfaction is becoming increasingly important. Patients want to feel valued and heard and they expect to receive personalised care. One way to ensure that patients are satisfied with their healthcare experience is through proactive outreach.
Proactive outreach happens when healthcare providers take the initiative to contact patients, rather than waiting for the patients to contact them. This can include SMS text reminders for appointments, email reminders to fill out consent forms, follow-up calls after appointments and check-ins to ensure that patients are managing their health conditions appropriately...
Mark your calendars now for our upcoming product roadmap sessions in the Accelerate Hub.This is your opportunity to hear directly from our product experts and understand what’s coming up and the direction our products are taking.
Make plans now to join us for the following sessions at 11:00 AM EDT / 8:00 AM PDT:
Wednesday, June 28th – Alvaria Outbound Solutions
Wednesday, July 19th – Alvaria Workforce Engagement Management
Tuesday, July 25th – Alvaria Intelligence VEA Solutions