InMoment XI

OCTOBER 31, 2024

A single negative experience with one of your agents can be enough to drive a customer to your competitor. Despite the availability of digital channels, many customers pick up the phone to complain or seek support. As a result, it’s important to deliver a positive call center experience that meets customer expectations.

Call Center 195

Call Center Metrics Self Service Effort Score 195

InMoment XI

DECEMBER 13, 2024

One of the most crucial touchpoints in their journey is the call center. In fact, 89% of customers say that a quick response to an initial inquiry is important when deciding where to take their business. Therefore, a positive call center experience is essential for business growth.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

AWS Machine Learning

DECEMBER 21, 2023

The script obtained through generative AI is included in a document (such as TXT, HTML, or PDF), and added to a knowledge base that will guide contact center agents in their interactions with customers. As per the 2022 NICE WEM Global Survey , 58% of call center agents say they benefit very little from company coaching sessions.

Contact Center 109

Contact Center Call Center e-support Knowledge Base 109

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. Predictive dialers use algorithms to reduce wait times for agents and customers on the line.

Call Center 52

Call Center Technology Virtual Call Center Contact Center 52