Cisco's Webex has revealed new AI enhancements designed to address burnout among contact center employees.

In a strategic response to the widespread challenge of stress and burnout in call centers, Webex has announced the launch of novel AI features. Cisco New functionalities have been integrated into their Webex Contact Center software. AI-powered This initiative follows research indicating that the turnover rate for agents in contact centers is significantly higher compared to other fields, with burnout accounting for about half of these departures, leading to considerable costs for companies.

Jeetu Patel, Cisco's executive vice president and general manager for security and collaboration, stated, \"At Webex, we prioritize the wellness of our agents as a pivotal aspect of fostering a more compassionate, inclusive, and progressive workplace culture. By focusing on their well-being, businesses can establish a solid groundwork for growth, inspire innovation, and ensure exceptional customer experiences.\"

The organization asserts that these enhancements are structured to boost agent well-being and efficiency, which will naturally improve overall service levels.

Among these features is an AI-driven burnout detection system, allowing businesses to proactively support their agents' health by initiating automatic breaks, such as a Thrive Reset, and offering immediate coaching following difficult customer interactions. customer experiences .

Cisco's Webex is a comprehensive suite of cloud-based productivity tools that connect teams seamlessly.

Moreover, the company stated that responses driven by generative AI will offer tailored solutions to help agents efficiently handle customer inquiries. The system automatically creates summaries and conclusions from discussions and resolves issues encountered through self-service on digital platforms, facilitating a smoother support experience with automatic wrap-up codes generated after each customer call.

Enhancing Contact Centers with AI Capabilities

In addition, Cisco Webex launched a feature called Coaching Highlights, which provides supervisors with analytical dashboards to assess customer feedback on interactions, pinpointing both the best and worst-rated engagements. From this data, supervisors receive actionable training tips to enhance the skills of their team members.

The company has also unveiled Webex Customer Experience Essentials, which extends the core functionalities of the Webex Contact Center to those utilizing Webex Calling. This enables staff outside of the contact center to operate as specialized agents, facilitating quicker problem resolution and boosting customer satisfaction rates.

To further mitigate burnout, Webex is expanding its collaboration with Thrive Global by weaving Thrive Reset into the agent workflow. Developed alongside Thrive Global, Thrive Reset empowers agents to alleviate the cumulative effects of stress, shifting them from a sympathetic to a parasympathetic state.

Webex and Thrive Global plan to capitalize on

to identify scenarios that may lead to agent burnout. Upon detection of burnout, agents will receive prompts to take breaks along with a brief 60-second Thrive Reset video, helping ensure that their next customer interaction is managed by a refreshed and well-prepared agent. real-time AI technology There is increasing acknowledgment in the tech industry of the urgent need to prioritize mental health and well-being in workplaces, notably in high-pressure environments like contact centers.

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