TechSee

DECEMBER 11, 2018

Call center leaders realize that the time has come to deliver real measurable value to the enterprise. 2019 will be a critical year for call center customer experience strategy: either they will finally move the needle or risk elimination. At its best, it is preferred by consumers and profitable for the enterprise.

Call Center 182

Call Center Customer Experience Self service Contact Center 182

TechSee

OCTOBER 31, 2018

Telecoms have turned to virtual assistants to help contend with the massive number of support requests for installation, set up, troubleshooting and maintenance, which often overwhelm customer support centers. Using AI, telecoms can implement self-service capabilities that instruct customers how to install and operate their own devices.

Interactive Voice Response 100

Interactive Voice Response Telecommunications Chatbots Big data 100

TechSee

JUNE 11, 2019

For years, companies have battled to strike the right balance between customer service KPIs. For example, heavy emphasis on low AHT would often negatively impact customer satisfaction. The technology is currently evolving, enabling virtual assistants to offer customers the option of full self-service.

Technology 117

Technology Customer Service Self service Contact Center 117

Cisco - Contact Center

NOVEMBER 17, 2020

According to a global survey by McKinsey & Company, 62% of organizations are experiencing increasing demand for online purchasing and services by their customers, and 53% believe this trend will continue in the future. The banking industry is one example of widespread adoption of digital and omnichannel service.

Customer Experience 75

Customer Experience Contact Center Government contact center solutions 75

Callminer

AUGUST 6, 2019

Select your call center software based on the features that are most essential to your business. For example, an outbound call center focuses on the efficiency and quantity of dialed-out calls. Make sure the solution is scalable (if you need it to be). Consider AI-driven solutions to help your reps.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

3CLogic

JUNE 17, 2020

Case in point, call centers were among the most impacted groups suddenly forced to operate from home considering the typical density of agents in a single workspace. However, while most other businesses witnessed a substantial decrease in activity during the crisis , call centers experienced a dramatic increase.

Call Center 72

Call Center Airlines Enterprise Self service 72

TechSee

JUNE 25, 2019

For example, an AI-based algorithm may analyze the distance between the eyes, the shape of the jaw or the width of the nose, and then use the data to find a match in a database. Predictive solutions combine customer data with AI to determine intent and select the right next step to deliver the relevant customer support. Gamification.

Technology 122

Technology Customer Service Gamification Contact Center 122