Connect

DECEMBER 11, 2023

Expectations regarding human displacement by AI are not unfounded, with the World Economic Forum stating in its The Future of Jobs Report 2020 that AI will replace 85 million jobs worldwide by 2025. Creating ‘ super agents. We provide simple, elegant solutions to the most complex problems.

Technology 92

Technology Average Handle Time Cloud contact First call resolution 92

Serenova

JULY 7, 2020

Guiding agents through each conversation with real-time scripting helps reduce first-call-resolution times. These advanced center solutions guide agents with the appropriate script and their next best action—all based on what is happening on the live call. To see the power of Serenova for yourself, contact us for a demo.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

Callminer

DECEMBER 17, 2019

When dedicated call center agents are focused exclusively on handling calls, there’s often an improvement in important call center metrics like first call resolution. Call Center Workforce Statistics. Cloud contact centers may be more reliable. Better Agent Performance. Sales Pursuits.

Call Center 207

Call Center outsourcing Contact Center Finance 207

Serenova

JULY 7, 2020

Guiding agents through each conversation with real-time scripting helps reduce first-call-resolution times. These advanced center solutions guide agents with the appropriate script and their next best action—all based on what is happening on the live call. Scripting to facilitate conversations.

Call Center 52

Call Center Scripts contact center solutions Coaching 52

Talkdesk

DECEMBER 30, 2019

In this case, if the bot isn’t able to help, at least the agent can continue with the resolution process — no harm, no foul. Agent-facing AI assistants are impacting service strategies by improving traditional KPIs like Average Handle Time (AHT) , First Call Resolution (FCR) and Customer Satisfaction (CSAT).

Contact Center 61

Contact Center Average Handle Time First call resolution Finance 61

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2020.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

NobelBiz

AUGUST 23, 2022

Call centers that use a Speech Analytics system may detect these friction areas and take steps to improve their goods and services, customer journeys, and agents’ handling of consumer demands. In this article, we will try to outline everything there is to know about speech analytics. What is call center speech analytics?

Analytics 52

Analytics Call Center First call resolution Contact Center 52