TechSee

NOVEMBER 10, 2020

For decades, service organizations have been proposing innovative ways to cut operational costs in customer service: Let employees bring their own coffee? ??. Limit call times to 3 minutes each? The discussion around how to reduce customer service costs is not a new one. Eliminate evening and weekend hours?

Self Service 207

Self Service Customer Service How To Contact Center 207

TechSee

OCTOBER 31, 2018

An innovative solution by AT&T is using AI to support its maintenance procedures: the company is testing a drone to expand its LTE network coverage and to utilize the analysis of video data captured by drones for tech support and infrastructure maintenance of its cell towers. Robotic process automation (RPA).

Industry 100

Industry Telecommunications Trends Self Service 100

TechSee

JULY 9, 2019

Customers hate to repeat themselves – it increases customer effort and drives up Average Handling Time (AHT). Intelligent routing is also key, since one of the worst call center mistakes is making a customer wait for a supervisor, only to direct them to the wrong department.

Call Center 143

Call Center Self Service Effort Score Contact Center 143

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

TechSee

AUGUST 14, 2018

Implementing decision support tools backs up the agent, putting the right information at the tip of their fingers, helping them work smarter and perform better in operational KPIs such as First Call Resolution (FCR) and Average Handling Time (AHT). Visual IDSS – Transforming Contact Centers of the Future.

Contact Center 95

Contact Center System Average Handle Time Virtual Agent 95

TechSee

JUNE 25, 2019

The results are reflected positively in the agent’s KPIs, further motivating them to use these innovative tools to succeed. Contact center decision makers understand that better tools are the key to reducing contact center training times. When agents are empowered, they become invested in every customer interaction.

Technology 122

Technology Customer Service Contact Center Omni-Channel 122

TechSee

JULY 17, 2018

Enabling image input into IVR shortens the entire process significantly: shorter average handling times (AHT), shorter call times, and best of all, an opportunity to wow customers. The process of visual integration. During the IVR conversation, the customer is requested to upload an image or video.

Wait Times 114

Wait Times Self Service Meeting Call Center 114