NICE inContact

MARCH 28, 2018

In part one of the blog series, we looked at a framework for building a strong business case to invest in customer experience technologies. Integration with CRM and other applications provide a complete customer context in terms of profile, interaction and transaction data that helps agents solve customer issues right, the first time.

Self Service 120

Self Service Metrics Customer Experience Contact Center 120

TechSee

MARCH 19, 2019

When a virtual agent fields a customer’s enquiry, collects all relevant details and passes it to a human agent for final approval, how should average handling time ( AHT ) be measured? With many of these channels and tools enabling self-service, old-school KPIs are no longer sufficient.

Self Service 146

Self Service Metrics Contact Center Virtual Agent 146

Talkdesk

APRIL 14, 2020

It is the go-to option to keep agent performance and contact center KPIs on track. While cloud-native technology is the essential component for any contact center to cope with a crisis, Artificial Intelligence (AI) technology can magnify its capabilities. The chart below shows this behavior.

Contact Center 81

Contact Center Virtual Agent Chatbots Average Handle Time 81

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). Wrong inputs undermine the ability of the IDSS to identify the problem.

Contact Center 95

Contact Center System Average Handle Time Virtual Agent 95

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. Virtual Hold.

Virtual Agent 52

Virtual Agent Customer Service Self Service Contact Center 52

Playvox

MARCH 19, 2024

Generative AI technologies truly have the power to change how we work and our ability to deliver a stellar customer experience (CX). AI is also finding its way into contact centers, as technology allows machines or computers to process information in a similar fashion, but much faster than humans.

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74

Think Customers

OCTOBER 4, 2021

In most cases it’s an artificially intelligent virtual agent that greets users in the corner of the screen with the option to continue the conversation with the AI or transfer to an agent. Find the right mix of technology and humanity. Chatbots are primarily text-based and scripted to answer specific questions.

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

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. This technology is optimal for remote or hybrid contact centers with home-based agents.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

NobelBiz

FEBRUARY 15, 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. This technology is optimal for remote or hybrid contact centers with home-based agents.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

Pointillist

SEPTEMBER 28, 2021

Advances in digital technology have reshaped customer expectations for exceptional experiences. However your customers choose to interact with your organization, contact center leaders must ensure that all agents can meet customers where they are, understand each individual’s unique context and enable them to reach their goal.

Contact Center 40

Contact Center Customer Journeys Self Service How To 40

BlueOcean

OCTOBER 4, 2023

The same is true for first call resolution and average handle times. Once generative AI entered the public sphere thanks to ChatGPT, suddenly everyone—including your customers—became aware of the possibilities and potential for this bleeding edge technology in their everyday lives.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

AWS Machine Learning

OCTOBER 16, 2024

Quality control agents had to manually pick calls to audit, which was not a scalable solution. To address this, Intact turned to AI and speech-to-text technology to unlock insights from calls and improve customer service. Besides technology, Prabir has always been passionate about playing music.

Customer Service 78

Customer Service Contact Center Insurance Analytics 78