TechSee

SEPTEMBER 30, 2024

In this blog, we explore the role of generative AI in CX and how these cutting-edge technologies are redefining CX in the telecom, smart home, home security, and consumer electronics industries. To gain deeper insights into the impact of these technologies, make sure to download our white paper.

Industry 109

Industry First Call Resolution Automotive Customer Satisfaction 109

InMoment XI

SEPTEMBER 26, 2024

Regular coaching and upskilling are necessary to keep agents effective, especially as new products, policies, or technologies roll out. Finally, we provide the technology and strategic guidance to break down data and team silos to help your teams take the smartest actions.

Call Center 195

Call Center Self Service Contact Center ROI 195

InMoment XI

OCTOBER 31, 2024

Companies using AI-powered automation are cutting repetitive tasks by 40%, so it makes sense to invest in this technology. Leverage automated workflows for activities like updating records to save time that agents can utilize for other calls. Ensure you have an adequate agent count to evenly distribute calls and balance the workload.

Call Center 195

Call Center Metrics Self Service Effort Score 195

InMoment XI

DECEMBER 13, 2024

These metrics include Average Handle Time (AHT), First Call Resolution (FCR), transfer rate, and wrap-up time. This pre-processing step enables it to generate a complete and accurate call transcript. A good practice is to gather feedback from agents to identify issues with the technology.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

TechSee

JULY 10, 2024

Most importantly, today’s augmentation technologies deliver only incremental ROI improvements. Automating a service call summary will save contact center agents some time, but these gains are minuscule compared to the savings of fully autonomous service. This AI automation is a far more lucrative and disruptive opportunity.

Self Service 124

Self Service Average Handle Time Contact Center First Call Resolution 124

NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? In this article, we’ll explore how technology can be a game-changer in managing call escalations, ensuring swift and satisfactory resolutions.

Call Center 105

Call Center Management Contact Center Wait Times 105

CSM Magazine

APRIL 5, 2018

While the reality of super intelligence may be a few decades away, contact centres are experiencing the now of this technology and asking themselves whether increased automation will also mean an increase in P45s. Incorporate co-browse and screen-share technology into your phone based contact centres.

Customer Care 40

Customer Care Chatbots Average Handle Time Video 40