#CXTuesday weekly digest # 20 - 4/17/2018

Posted by lantelligence on Apr 16, 2018

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How to Hire and Retain All-Star Agents

By ICMI

High agent attrition has an enormous impact on contact centers across the globe. With attrition averaging 30% in 2017, turnover is still a leading source of exasperation for most contact center leaders.

Contact centers can have a reputation for being a difficult place to work. Dealing with frustrated customers, inflexible work schedules, and high expectations create huge amounts of stress among agents—and that stress translates to high turnover. So how does a contact center leader find and keep star agents in this fast-paced industry?

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Scheduling Flexibility: Tips to Empower & Engage

By Contact Center Pipeline

The evidence has been clear within the contact center operation for some time. “Schedule preference is a key source of job satisfaction, and for many agents, their schedule is a higher priority than pay rate or time-off benefits,” states workforce management expert and Pipeline columnist Tiffany LaReau. "I’ve seen agents quit and take a lesser-paying job because the hours were better. The schedule is the fulcrum in the work-life balance scale, and the scheduling process deserves a maximum amount of care and consideration.” 

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Gartner Predicts 3 Ways AI Will Impact Marketing And Improve Customer Experiences

By Forbes

After almost a year of escalating hype about AI, the capabilities are beginning to bring real benefits to marketers. While it is still early in the maturity cycle, AI is showing promise according to analysts at  Gartner. 

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The Impact of the General Data Protection Regulation (GDPR) in the Contact Center

By CustomerThink

2018 is a big year for data protection. The General Data Protection Regulation (GDPR) is a significant piece of legislation designed to strengthen and unify data protection laws for all individuals within the European Union (EU), but businesses that operate outside the EU should still be aware of this regulation, as the upcoming changes in legislation present an opportunity to improve efficiency in processes relating to data handling.

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Tags: Customer Experience, CCTR Operations

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