TechSee

AUGUST 10, 2023

TechSee’s visual automation platform uses computer artificial intelligence (AI) and augmented reality (AR) to enhance customer and contact center engagements. TechSee’s Computer Vision AI and AR can improve issues facing customer contact centers around first-call resolution, average handling times, and truck roll avoidance.

Connections 206

Connections Contact Center Average Handle Time First Call Resolution 206

NICE inContact

OCTOBER 12, 2018

This is the first of four ways that virtual agents are automating the contact center. Navigating poorly designed DTMF touch-tone systems and single word command menus can cause issues with proper routing and ultimately result in internal transfers, which is a large expense for contact centers.

Virtual Agent 120

Virtual Agent Contact Center Self Service Average Handle Time 120

TechSee

OCTOBER 10, 2019

The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Agent collaboration also enables a higher First Contact Resolution (FCR) rate by eliminating time-consuming escalations. What’s the climate of your contact center?

Contact Center 117

Contact Center Culture Self Service Wireless 117

Advantage Communications

MARCH 9, 2021

Successful customer service programs rely on highly-skilled customer service agents and innovative technologies to achieve world-class customer experiences. On top of that, however, they also need to focus on analytics.

Average Handle Time 98

Average Handle Time Analytics Innovation Technology 98

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? Assisting customers using visuals can add efficiency and significantly cut costs in three areas of customer service: the contact center.

Self Service 207

Self Service Customer Service How To Contact Center 207

TechSee

SEPTEMBER 29, 2020

Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. The Best Call Center Cost Reduction Strategies. ” Techniques to optimize time.

Call Center 196

Call Center Self Service Strategy Contact Center 196

AWS Machine Learning

OCTOBER 16, 2024

In this post, we demonstrate how the CQ solution used Amazon Transcribe and other AWS services to improve critical KPIs with AI-powered contact center call auditing and analytics. The goal was to refine customer service scripts, provide coaching opportunities for agents, and improve call handling processes.

Customer Service 84

Customer Service Contact Center Insurance Financial 84

TechSee

MAY 14, 2019

Analysis of Average Handling Time is deeply entrenched in the customer service field and almost every contact center manager wants to improve AHT. AHT = Total Talk Time + Total Hold Time + Total Post-Call Work/Number of Calls Handled. Improve AHT with a customized blend of KPIs.

Contact Center 95

Contact Center Average Handle Time Self Service Net Promoter Score 95

TechSee

AUGUST 14, 2018

This article underlines the value of DSS in customer service and focuses on the potential computer vision brings to call/chat centers, where providing a positive customer experience (CX) at scale is critical to success in the current competitive business climate. Current state of DSS in contact centers.

Contact Center 95

Contact Center System Average Handle Time Virtual Agent 95

NobelBiz

DECEMBER 3, 2024

Forecasting in call centers helps today’s contact centers achieve high efficiency and customer satisfaction while keeping running costs low. Call centers predict future call volumes and other metrics so demand can be better met and good service levels can be maintained with optimized resources.

Call Center 52

Call Center Average Handle Time Contact Center First Call Resolution 52

NobelBiz

AUGUST 28, 2023

Hey there, fellow contact center champions! Ready to dive deep into the heart of transforming your contact center’s performance? Buckle up, because we’re about to embark on a journey that will take your operations from average to exceptional.

Contact Center 98

Contact Center Omni-Channel Multi-Channel Self Service 98

Call Experts

NOVEMBER 18, 2021

Contact center technology can be the nerve center of your organization’s customer relationship management (CRM) strategy. Depending on the services offered, the contact center can also be called a call center, service desk, or customer service department. What Is Contact Center Technology?

Contact Center 98

Contact Center Technology Self Service Average Handle Time 98

AWS Machine Learning

JULY 29, 2022

Establishing highly efficient contact centers requires significant automation, the ability to scale, and a mechanism of active learning through customer feedback. In traditional contact centers, one solution for long hold times is enabling self-service options for customers using an Interactive Voice Response system (IVR).

Contact Center 124

Contact Center Self Service Resources Average Handle Time 124

InMoment XI

SEPTEMBER 3, 2024

Conversational analytics, also called conversational intelligence or conversational AI, is the process of analyzing natural language conversations between an organization’s customer service or contact center agents (both human and virtual) with that organization’s customers or clients. Why is Conversational Analytics Important?

Analytics 195

Analytics Data Social Media Average Handle Time 195

Calabrio

SEPTEMBER 30, 2020

That’s why the right analytics platform, applied the right way to the right data, is so critical to contact center leaders right now. the organization that best uses Calabrio Analytics to turn contact center data into actionable insights and tangible results. But selecting a winner won’t be easy.

Analytics 147

Analytics Net Promoter Score Contact Center Effort Score 147

NICE inContact

FEBRUARY 6, 2019

In part 1 of the blog, we looked at the foundations of building a robust Customer Experience (CX), starting with contact centers. Voice of the customer, analytics and AI-driven technologies are important add-on pieces in addition to core contact center and CRM systems. CX metrics are not your operational KPIs.

Net Promoter Score 137

Net Promoter Score Contact Center Average Handle Time Effort Score 137

TechSee

OCTOBER 22, 2019

Contact centers are perfectly placed to predict imminent customer queries. With 40% of all calls considered “next issues” following initial contacts, NIA is now a critical strategy for reducing customer effort, reducing pressure on contact centers and increasing loyalty. NIA: The balancing metric.

Contact Center 84

Contact Center Self Service Effort Score Average Handle Time 84

Kustomer

JULY 8, 2021

Darryl recognizes that as a leader in the contact center world, it can be difficult to fully buy into the idea of AI services when some existing processes are alright as is. Many leaders question why they should even buy into AI when innovation is already happening within their contact centers. Innovation awaits.

Contact Center 98

Contact Center Self Service Consumers Examples 98

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. Training programs should be designed to meet the specific needs of the contact center and its agents.

Contact Center 84

Contact Center Gamification Training Chatbots 84

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. When learning becomes a shared activity, agents engage more and are more successful.

Call Center 117

Call Center Training Technology Gamification 117

Upstream Works

JANUARY 25, 2022

For contact centers, digital transformation has surpassed buzzword status. CX innovation is accelerating faster than ever before, and it’s integral that contact centers keep pace. But how can contact centers respond? But how can contact centers respond?

Innovation 78

Innovation Contact Center Omni-Channel Self Service 78

TechSee

DECEMBER 22, 2019

The contact center agent’s job is getting harder. Call volumes in many contact centers are down along with the cost to serve. However, that means successful call center agents must now deal with a far greater proportion of complex issues. Seven types of successful contact center agents.

Call Center 124

Call Center Self Service Contact Center Effort Score 124

TechSee

MARCH 12, 2019

But while happy customers are vital to the success of a business, happy representatives are equally important, especially with high agent attrition rates presenting a real challenge for contact enters in 2019. Bringing visual automation to contact centers. The Power of Visual Automation. Benefits to agent productivity.

Self Service 111

Self Service Contact Center Net Promoter Score Contact Center Workflow 111

Interactions

FEBRUARY 6, 2025

Highly regulated industries, especially those that deal with critical moments in customers financial journeys, can be a tough nut to crack when it comes to contact center automation. Robust automation with a human element These complex requirements require an innovative, robust solution.

Insurance 62

Insurance Interaction Self Service Multi-Channel 62

TechSee

JULY 9, 2019

However, contact centers should continue to finetune how they engage customers immediately, using voice recognition or simple IVR to determine the nature of their issue, for example. Wasted hold time. Single contact resolutions are the contact center equivalent of one-click ordering. Shoddy self-service.

Call Center 143

Call Center Self Service Effort Score Contact Center 143

TechSee

OCTOBER 31, 2019

As you get into the spirit of the occasion, spare a thought for the humble contact center agent, huddled over his keyboard, staring into the abyss of another long shift of customer service hell. Let’s meet these malevolent monsters and get to grips with the thorny issue of call center attrition. Magic and mischief reign.

Call Center 117

Call Center Contact Center Average Handle Time Fashion 117

RapportBoost

OCTOBER 20, 2018

23 to discuss how established enterprises can turn their contact centers into profit centers by optimizing conversations, training agents and utilizing augmented intelligence. It’s great to see innovative brands leverage science to their — and their customers’ — benefit.”. RapportBoost.AI

Contact Center 70

Contact Center Sales Average Handle Time Analysis 70

NICE inContact

AUGUST 27, 2019

Customer experience is the name of the game today, with more brands competing based on customer experience (CX) as a key differentiator than price or product innovation. So, contact center managers need to put the right practices in place and also give agents the right tools. 1) Be personal. 3) Be results driven.

Connections 149

Connections Tips Social Media Multi-Channel 149

Talkdesk

DECEMBER 30, 2019

With 2019 coming to an end, it is now time to check the rear-view mirror, reflect on the evolving realities throughout this year, and to look further up the road as new trends set the pace of a decade ahead for contact centers and customer service strategy. Resolution 1: Equip Your Agents With the Tools to Succeed.

Contact Center 61

Contact Center Average Handle Time First Call Resolution Competitive Advantage 61

TechSee

MARCH 5, 2020

Overworking employees can actually drive up call center costs by causing burnout and leading to high agent turnover. A report by HDI shows that when call center agent utilization rates approach 60–70%, the contact center will experience high attrition because they are pushing the agents too hard. Sharing the Knowledge.

Call Center 145

Call Center Tools Knowledge Base Contact Center 145

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

MARCH 19, 2019

Once upon a time, measuring customer service success was straightforward. Hire some agents, train them, and use standard contact center KPIs to measure how well they perform. Enterprises must consider staffing costs, call center management systems expenses and the cost of self-service tools.

Self Service 146

Self Service Metrics Contact Center Virtual Agent 146

TechSee

FEBRUARY 3, 2020

Contact center attrition rates are notoriously high. According to research conducted by The Quality Assurance & Training Connection (QATC), the average annual turnover rate for agents in US contact centers ranges between 30 and 45 percent, which is more than double the average for all occupations.

Knowledge Base 109

Knowledge Base Contact Center Customer Service Self Service 109

NICE inContact

SEPTEMBER 17, 2019

Designer Shoe Warehouse, better known as DSW, continues to find innovative ways to capitalize on that universal truth and keep customers coming back for more. Average handle time (AHT) , a key CX metric, has fallen by two minutes! We love our shoes! Today, DSW leads the industry it has so effectively disrupted.

Self Service 139

Self Service Virtual Agent Customer Experience Average Handle Time 139

CSM Magazine

JUNE 5, 2024

With Meaning capabilities within the Five9 Agent Desktop, voices can be modified in real time to help facilitate seamless conversations between contact center agents and customers. ” “Meaning brings AI to the contact center for companies focused on streamlining the customer experience,” said Brian Bitsky, Sr.

Contact Center 52

Contact Center Average Handle Time First Call Resolution Omni-Channel 52

Talkdesk

FEBRUARY 14, 2018

Make no mistake; contact center performance is ultimately defined by core “outcomes” like customer satisfaction, loyalty and revenue. Traditional metrics like average handle time and first contact resolution are undoubtedly important in this quest.

Contact Center 40

Contact Center Metrics Self Service Innovation 40