Page 42 - SAMENA Trends - Oct-Nov 2023

REGIONAL & MEMBERS UPDATES SAMENA TRENDS

Webex by Cisco Announces AI-Powered Solutions to Empower Contact

Center Agent Potential and Reduce Burnout

Stress and burnout are common in the
workplace, and even more so within
contact center employees. In fact, a study
found agent turnover is twice that of any
other profession and that burnout causes
50% of agent turnover within contact
centers. This costs businesses with 100
agents $4.8M each year on average. To
combat this, Webex by Cisco (NASDAQ:
CSCO), a leading provider of collaboration
and contact center technologies powering
hybrid work and customer experience, or chat to both the agent and customer issues that need escalation outside of
today announced new AI-powered once it ends. Agent wrap ups automatically the contact center
capabilities in Webex Contact Center. generate wrap up codes and actions • A streamlined contextual engagement
These new capabilities aim to help improve following every customer interaction, from back-office employees during issue
agent well-being and productivity, resulting eliminating an average of five minutes for escalation
in exceptional customer experiences. the agent. • Webex Customer Experience Essentials
“At Webex, we are embracing agent Coaching highlights generates a dashboard is designed specifically for customer
wellness as a core value to contribute for supervisors showing highest and service-oriented industries and is
to a more compassionate, inclusive and lowest customer-rated interactions. It then available for purchase for Webex Calling
progressive business culture,” said Jeetu automatically summarizes the interactions users.
Patel, Executive Vice President and General with the best ratings and provides • Integrating Thrive Reset to Empower
Manager, Security and Collaboration, Cisco. supervisors with coaching tips based on Contact Center Agents and Reduce
“Our commitment to nurturing the well- those findings to train fellow employees. Burnout
being of agents means that businesses can Conversely, highlights from the lowest- Webex is expanding its partnership
build a foundation for growth, empower rated interactions are captured to then with Thrive Global, the behavior-change
innovation and provide exceptional coach lower-performing agents to foster technology company founded by Arianna
experiences to their customers.” improvement across the board. Huffington, to bring Thrive Reset into the
Purpose-Built AI in Webex Contact Center Introducing Webex Customer Experience agent flow of work, reducing agent attrition
Helps Agents and Customers Essentials and enabling greater agent productivity
For over two decades, Webex has provided Great customer experiences are essential with Thrive Reset for Webex Contact
contact center solutions that power the for businesses of all sizes. As employees Center. “We’re excited to continue our
customer service function of some of the beyond the contact center become longstanding partnership with Webex by
world’s largest customer-centric brands. increasingly critical to resolve customer Cisco to help combat agent burnout,” said
Within Webex Contact Center, new AI- needs, organizations are challenged with Arianna Huffington, Thrive Global Founder
powered capabilities that aim to improve how to connect these answer-holding and CEO. “Contact center agents are on the
agent well-being and productivity, while employees to the customer experience front lines of the customer experience. And
simultaneously improving customer journey. Also critical is ensuring every by integrating with Webex we’re embedding
experiences, will include: interaction is exceptional and personalized. well-being directly into the agent workflow,
AI-powered agent burnout detection To help solve this, Webex is introducing meeting them where they are to boost their
allows businesses to proactively address Webex Customer Experience Essentials health, well-being and productivity while
agent well-being by enabling automated to help employees throughout the also creating better and more empathetic
breaks, such as a Thrive Reset, and real- organization deliver the best possible customer experiences.” Thrive Reset allows
time coaching after challenging customer customer experience. Webex Customer agents to break the cycle of cumulative
interactions. Experience Essentials brings the core stress and move from the sympathetic
Suggested responses uses generative fundamental capabilities of the Webex to the parasympathetic nervous system,
AI to automatically suggest responses Contact Center to Webex Calling users, reducing the rush of cortisol through the
to increase agent productivity when enabling: body. Thrive’s library consists of hundreds
responding to customer inquiries on digital • Employees outside the contact center of 60-second Reset videos— stretching,
channels. to become specialized agents, leading breathing, mindfulness and gratitude
Conversation summaries and wrap-ups to faster issue resolution and improved breaks along with calming visuals, awe-
provide agents with a clear summarization customer satisfaction (removing the inspiring natural landscapes and the latest
of issues and resolutions already explored potential need for a call back) stress-relief techniques—each with a
via self-service and a summary of the call • A better understanding of customer guided breathing bubble that helps users

42 OCTOBER-NOVEMBER 2023