Outsource Consultants

SEPTEMBER 14, 2021

The most powerful technology pairings in 2021 include call deflection, AI, and automation systems that work in harmony. Contact Center AI: You’re probably familiar with IVR (Interactive Voice Response), which can take semantic cues to direct customers through self-service channels.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

TechSee

MARCH 7, 2019

With this high turnover presenting a significant challenge to contact centers in terms of cost, productivity and morale, it is not surprising that there’s an ongoing global trend towards fostering agent development and enhancing their day-to-day activities. These systems also power conversational IVRs and voice-based virtual assistants.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

Noble Systems

APRIL 14, 2021

With better training and better morale, virtual call center employees can even be more productive than in a bricks-and-mortar site, leading to improved customer service. A single, unified omnichannel solution encompasses inbound calls and outbound contacts, as well as non-voice channels and quick access to critical customer information.

virtual call center 98

virtual call center Call Center call center solutions call center software 98

NobelBiz

AUGUST 28, 2023

High turnover not only affects the contact center performance but also dampens team morale. Back in 2021, a whopping 64% of agents were already rocking the remote work vibe. Check out our free, on-demand Contact Center Gamification Workshop. Agent Attrition Woes Agent attrition – the phantom haunting every contact center.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98