Fonolo
NOVEMBER 17, 2020
“Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff. In 2017, more contact centers will recognize the impact of tracking analytics and use those benchmarks for future growth.
Tethr
NOVEMBER 1, 2018
Now, industry leaders are utilizing speech analytics for insurance to surface insights that help the entire organization achieve goals like reducing customer effort, improving agent enablement, ensuring compliance, and more. Wondering how speech analytics can provide value for your insurance organization?
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CSM Magazine
JULY 19, 2023
Calabrio’s automated workforce management (WFM) technology has transformed resource planning efficiency at Ascensos, saving the company 375 hours every week—the equivalent of 13 full-time employees—while dramatically boosting staff engagement through self-service.
Aspect
SEPTEMBER 20, 2017
Consider a study from late 2013 showed that 89% of consumers say they are annoyed when they have to repeat themselves about the same issue. While this turned into an irritating situation for my kids, this same concept behind browser cookies can be a pplied to the contact center to improve the customer experience.
Noble Systems
APRIL 8, 2020
According to an Aberdeen trend analysis, the adoption of cloud technologies rose each year between 2013 and 2018. Advanced Analytics. IVR and Self-service Options. The post The Rise of Contact Center as a Service (CCaaS) appeared first on Noble Systems. Roles and Web-based Dashboards. Omnichannel Capabilities.
CSM Magazine
OCTOBER 15, 2018
Empower agents – through self-service to control their own schedules, select breaks and lunches, swap shifts and request time off with immediate feedback from their manager. Running a series of ‘what if’ scenarios helps to.
Avaya
OCTOBER 25, 2017
As such, the brand is evolving to streamline self-service and deliver greater bank branch innovation. Executives claim this new model—debuted in 2013 as the first deployment of its kind in Europe—is already 30% more productive than the company’s previous decentralized model.
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