InMoment XI

DECEMBER 13, 2024

It enables call center management to monitor and analyze key performance indicators (KPIs) like call volume, agent effort score, and peak-hour traffic. The dashboard visualizes these metrics on a unified platform to provide insight into agent and call center performance. Dashboards visualize call center performance in real-time.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

Talkdesk

FEBRUARY 5, 2018

Many have, however, reached a consensus regarding its likely impact on contact center workflow. AI will empower self-service platforms to better handle simple, transactional matters.

Self Service 40

Self Service Contact Center Workflow Contact Center Report 40

Qualtrics

NOVEMBER 21, 2019

But we do expect AI to help drive adoption of virtual assistants and for it to become the primary channel of self service. However, this will mean human agents can save time and effort, become more productive, and focus on being a source of revenue rather than be a cost center. We’ll get smarter at hiring for CX roles.

Customer Experience 38

Customer Experience Self Service Virtual Agent Contact Center 38

NobelBiz

APRIL 18, 2023

Utilizing Call Center Real-Time Analytics Employing real-time analytics enables operations managers to make informed decisions and respond promptly to changing trends. NobelBiz OMNI+ omnichannel contact center solution features full out-of-the-box IVR capabilities for maximum customizability and enhanced customer experience.

Contact Center 52

Contact Center Call Center Management Gamification 52

NobelBiz

OCTOBER 17, 2023

Whether it’s sharing information, discussing a customer case, or seeking guidance, remote agents can easily collaborate as if they were in the same room. Empowered Agents: The platforms equip agents with comprehensive information about the customer, enabling them to provide personalized service.

Call Center 59

Call Center Management Contact Center Contact Center Software 59