InMoment XI

DECEMBER 18, 2024

IVR frees up time for agents by handling common queries, announcing updates, routing callers to the right agents, and offering basic support. Intelligent Virtual Agents (IVA) are AI-powered chat assistants that can have context-aware conversations with customers. Think about the exact problem you want to solve.

Contact Center 195

Contact Center Customer Satisfaction ROI Virtual Agent 195

Calabrio

MARCH 11, 2025

Additional metrics to consider include: NPS scores First response time (FRT) Abandon rates Hold times Average Handle Time (AHT) 4. Focus efforts on the most pressing concerns It can be easy to get lost in the sheer number of customer interactions when trying to determine where to focus improvement efforts.

Contact Center 130

Contact Center Call Center Effort Score Chatbots 130

BlueOcean

OCTOBER 22, 2020

And that begins with the three key pillars to successful remote agent training: preparation, expectations, and engagement. Right off the bat, this will be a cross-functional effort. Making Virtual Agent Training Work for You. Let’s talk preparation – the critical first step.

Contact Center 156

Contact Center Training Effort Score Virtual Agent 156

TechSee

APRIL 21, 2021

AI enhances existing self-service capabilities, such as smart FAQ and IVR, with the new cognitive capabilities in chatbots or virtual agents. Next-step suggestion: Choose several use cases where computer vision AI can simplify the agent-customer interaction. AI-Based Prediction of Customer Behavior via Speech Analytics.

Call Center 136

Call Center Self Service Innovation Contact Center 136

TechSee

NOVEMBER 19, 2019

The goal of the move is to help the customer find the answers they are seeking in a fast and convenient way, without expending significant effort. Low effort is now seen as the key driver of customer loyalty. Customers can now use text, voice and images to help a virtual agent understand their problems.

Self Service 19

Self Service Insurance Effort Score Customer Journeys 19

CSM Magazine

JANUARY 27, 2021

Calabrio , the customer experience intelligence company, features perfect customer satisfaction scores and the number one spot in three of four categories in the 2020-2021 Workforce Optimization Product and Market Report from DMG Consulting LLC. Calabrio’s scores led each of these categories.

Customer Satisfaction 59

Customer Satisfaction Report Effort Score Virtual Agent 59

eGain Blogs

FEBRUARY 9, 2025

Gartner has underscored this point, predicting that by 2025, 100% of virtual customer assistant and virtual agent assistant projects that lack integration with modern knowledge management systems will fail to meet their customer experience and operational cost-reduction goals. The solution?

Customer Service 40

Customer Service Competitive Advantage Multi-Channel Virtual Agent 40