TechSee

JUNE 11, 2019

Conversely, when trying to improve NPS, agents would often spend additional time building relationships with their customers, driving up call durations. Recently, an innovative technology has emerged, transforming contact center operations and customer experience across a wide range of industries: Visual Assistance.

Self Service 117

Self Service Technology Customer Service Contact Center 117

AWS Machine Learning

MARCH 31, 2023

Government departments and businesses operate contact centers to connect with their communities, enabling citizens and customers to call to make appointments, request services, and sometimes just ask a question. Unless the hold music is particularly good, callers don’t typically enjoy having to wait—it wastes time and money.

Self Service 80

Self Service Virtual Agent Connections Contact Center 80

UJET

DECEMBER 10, 2020

Contact centers have more in common with sports teams than you might think. Virtual Agents are AI-powered assistants that ideally interact with consumers in a human-like way and thus serve as intelligent representatives of your brand. At UJET, we believe your customers should be able to speak naturally when interacting with AI.

Virtual Agent 72

Virtual Agent Customer Service Self Service Average Handle Time 72

UJET

DECEMBER 10, 2020

Contact centers have more in common with sports teams than you might think. Virtual Agents are AI-powered assistants that ideally interact with consumers in a human-like way and thus serve as intelligent representatives of your brand. At UJET, we believe your customers should be able to speak naturally when interacting with AI.

Virtual Agent 72

Virtual Agent Customer Service Self Service Average Handle Time 72

TechSee

JUNE 25, 2019

In this article, we take a deep dive into the different AI customer service technologies that companies are employing to improve their customer-facing interactions, as well as to enhance their internal processes. In fact, Gartner predicts that by 2020, 85% of all customer interactions will no longer be managed by humans.

Technology 122

Technology Customer Service Contact Center Gamification 122

RapportBoost

DECEMBER 10, 2018

Take notes – the info will help you create a killer Conversational Selling strategy for 2019! Read the transcript below: Nicholas Rodriguez: …the highest priorities for Contact Centers that focus on the customer. Here’s the archived version. Learn more and request a demo at talkdesk.com. Thanks again Talkdesk.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

Talkdesk

JULY 16, 2019

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. That’s where leveraging contact center performance management software can help. What is Performance Management?

Call Center 43

Call Center Management Average Handle Time Net Promoter Score 43

Talkdesk

JUNE 7, 2019

Why You Should be Tracking Call Center Shrinkage in 2019 Do you know how many of your scheduled call center agents are actually available to take calls at any given time versus how many are on break, attending team meetings, doing after call work, out sick or late to their shift? What is Call Center Shrinkage?

Call Center 46

Call Center Average Handle Time How To Contact Center 46

CSM Magazine

FEBRUARY 6, 2019

With the large volumes of contact center advisors still incentivized based on speed – typically the Average Handle Time (AHT) – CX goals are quite often unachievable. AHT has dominated contact center measurement for decades. But that model has little place in the customer centric market of 2019.

Metrics 55

Metrics Customer Service Contact Center Social Media 55

Interactions

FEBRUARY 13, 2019

So, if you want to stay ahead of the game, 2019 is your year. A personalized experience — every time. One of the biggest challenges faced by contact centers is agent churn. Over time, agents get bored, disengaged, burnt-out and overwhelmed. Human brains are fascinating.

Average Handle Time 48

Average Handle Time Contact Center Customer Service Representative Chatbots 48

CSM Magazine

JUNE 20, 2019

Coveo is launching its new Coveo for ServiceNow solutions, bringing a whole new level of enterprise content access and relevance into the interactions between agents using ServiceNow and their customers. 75% Improvement in Average Handling Time. 40% Faster Agent Time to Proficiency. 35% Fewer Escalations.

Technology 40

Technology Self Service Average Handle Time Contact Center 40

BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) That said, the contact center accumulates millions of data points every single day. Fighting the Cost Center Mindset. But where do we start?

Metrics 219

Metrics Customer Care Measurement Contact Center 219

Team HGS

AUGUST 13, 2019

To this point, my takeaway, for the “Engage” stage of the journey is to empower customer service agents with more data, creating less friction during interactions to improve the #CX. All of these journeys have to be in synch with the contact center, which is at the heart of journey success. Tue, 08/13/2019 - 23:19.

Management 40

Management Conference Average Handle Time Contact Center 40

TechSee

JUNE 4, 2019

Everyone knows that time equals money, right? Nowhere is that truer than in call center training – bringing new agents up to speed on products, processes and the productivity expected of them. Call center training priorities. On-the-job learning. We all learn best through practice – not theory. See the bigger picture.

Call Center 117

Call Center Training Technology Gamification 117

TechSee

DECEMBER 28, 2020

The drivers for changing roles in contact centers. Enterprises are increasingly recognizing that on-demand services are fast becoming expected by customers, and they are putting processes in place to ensure every interaction is as quick and seamless as possible. Focus on agent engagement. Focus on reducing customer effort.

Customer Service 186

Customer Service Contact Center Knowledge Base Self Service 186