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 76

Customer Service Contact Center Insurance Financial 76

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 85

Self Service Virtual Agent Connections Transportation 85

Talkdesk

APRIL 14, 2020

Laying the foundation with the right infrastructure Contact centers are finding themselves stuck between the proverbial rock and hard place. Oftentimes in 24-hour contact centers, agents share desks and equipment – including headsets. Put simply, contact centers are perfect petri dishes for healthcare crises.

Contact Center 81

Contact Center Virtual Agent Chatbots Average Handle Time 81

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

UJET

DECEMBER 10, 2020

Contact centers have more in common with sports teams than you might think. And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player. Don’t worry, we’re not suggesting you double your workforce; we’re suggesting you give your agents a virtual sidekick.

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. And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player. Don’t worry, we’re not suggesting you double your workforce; we’re suggesting you give your agents a virtual sidekick.

Virtual Agent 72

Virtual Agent Customer Service Self Service Average Handle Time 72

NICE inContact

SEPTEMBER 17, 2019

By combining NICE inContact with SmartAction’s AI-powered virtual agent, DSW ultimately found the right human-machine balance without compromising an ounce of CX. Today, live agents are optimized to help customers more quickly on complex needs. Average handle time (AHT) , a key CX metric, has fallen by two minutes!

Self Service 139

Self Service Virtual Agent Customer Experience Average Handle Time 139

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

Playvox

MARCH 19, 2024

Some of the most common uses of AI have been game changers: Virtual assistants like Siri guiding us on our way and finding information in an instant Fraud detection from our financial institutions Medical diagnoses and healthcare Contact centers are no exception and stand to gain significant business and operational benefits from AI.

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74

NICE inContact

MARCH 28, 2018

Of the many metrics that Contact Center Executives care about, here are some key ones that directly impact customer experience: Customer Satisfaction (CSAT) – This continues to be the #1 direct measure on customer experience. Average Handle Time (AHT) – This is one of the most significant metrics when it comes to driving down costs.

Self Service 120

Self Service Metrics Customer Experience Contact Center 120

UJET

NOVEMBER 3, 2020

A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent. So your agents’ time is spent resolving issues, and your customers get resolutions faster. Automation Reduces Repetitive Tasks for Agents.

Virtual Agent 82

Virtual Agent Customer Service Gamification Contact Center 82

UJET

NOVEMBER 3, 2020

A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent. So your agents’ time is spent resolving issues, and your customers get resolutions faster. Automation Reduces Repetitive Tasks for Agents.

Virtual Agent 72

Virtual Agent Customer Service Gamification Contact Center 72

Oracle

OCTOBER 1, 2019

That’s a particularly attractive solution when a chatbot — also called a “virtual agent” — is offered as the initial strategy, with a live agent available as needed. Gartner research found that 25% of customer service operations will use virtual customer assistants by 2020. Frictionless experience.

Chatbots 74

Chatbots Customer Service Virtual Agent Self Service 74

VDS

SEPTEMBER 17, 2020

Emerging technologies help companies reduce average handle time (AHT), increase customer satisfaction (CSAT), and increase profitability. The idea is to let technology handle mundane tasks, nuisance calls, and authentication, so your agents can focus on everything else. Intelligent Virtual Agent (IVA).

Virtual Agent 52

Virtual Agent Customer Service Self Service Contact Center 52

Talkdesk

MARCH 24, 2020

Now, we’re going to dive into the different stakeholders within and outside of the contact center who will benefit from this evolution of the traditional knowledge base, and how you can use it to transform your customer experience. . In my previous blog , I took you through the key characteristics of a true AI-powered knowledge base.

Knowledge Base 57

Knowledge Base Self Service Net Promoter Score Average Handle Time 57

Pointillist

SEPTEMBER 28, 2021

The pressure to reduce contact center costs is immense. But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction. Contact centers are now considered more than just service centers. Omnichannel Interaction Data is Siloed or Nonexistent.

Contact Center 40

Contact Center Customer Journeys Self Service How To 40

Think Customers

OCTOBER 4, 2021

Chatbots and messaging each serve a vital role in the overall customer journey, and contact centers need to know when is the right moment to deploy an automated or human response. Chatbot and messaging capabilities are the essential tools needed to provide this 24/7, personalized customer service. What’s a chatbot? What is messaging?

Chatbots 52

Chatbots Self Service Contact Center Average Handle Time 52

Think Customers

MARCH 2, 2023

Workforce reductions are tempting in the face of economic headwinds but technology and customer experience experts urge contact center leaders to take the long view, and resist. ” “A lot of brands have a tendency toward what I call the ‘CX sacrifice,’ reducing staff and decreasing your time to serve.

Self Service 52

Self Service Contact Center Average Handle Time Roadmap 52

NobelBiz

FEBRUARY 21, 2023

Call centers have developed dramatically over the past few years and will continue to do so in 2023. While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

NobelBiz

FEBRUARY 15, 2023

Call centers have developed dramatically over the past few years and will continue to do so in 2023. While most classic contact center technologies will continue to be utilized, most will be replaced by chatbots, cloud technologies, AI, and remote work, enabling businesses to enhance the customer experience and save expenses.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52