InMoment XI

OCTOBER 31, 2024

A single negative experience with one of your agents can be enough to drive a customer to your competitor. As a result, it’s important to deliver a positive call center experience that meets customer expectations. The best way to get started is by tracking and monitoring call center metrics.

Call Center 195

Call Center Metrics Self Service Effort Score 195

AWS Machine Learning

DECEMBER 21, 2023

To use generative AI-powered chatbots, the user first needs to provide a prompt, which is an instruction to tell the model what you intend to do. With SageMaker Canvas generative AI, contact center analysts save time in the creation of call scripts, and are able to quickly try new prompts to tweak the scripts creation.

Contact Center 117

Contact Center Call Center e-support Knowledge Base 117

ViiBE Blog

MAY 13, 2021

Call center technology refers to these different software and hardware tools used to run a call center. Management systems keep track of call volume, route incoming calls, and perform data analytics in real-time. In contrast, others make outbound calls to customers, and some even do both.

Call Center 52

Call Center Technology Virtual Call Center Contact Center 52