SmartAction

JUNE 27, 2023

Increased Agent Workload: Rising customer expectations can overwhelm your agents. Automating repetitive tasks prevents agent burnout, increases productivity, and reduces turnover rates. Gradient Text Don’t Wait, Seize the Opportunity! Delaying automation means missing out on growth opportunities.

Contact Center 83

Contact Center Virtual Agent Agent burnout Self service 83

SmartAction

FEBRUARY 16, 2021

So, while intelligent virtual agents are scalable and more cost-effective to employ than their human counterparts, it doesn’t necessarily mean they deliver a better customer experience than humans do…or do they? When it comes to customer satisfaction, how do virtual agents compare with live agents? Customer Wait Time.

Virtual Agent 82

Virtual Agent Agent burnout Wait times Chatbots 82

Balto

NOVEMBER 2, 2023

Evolution of Contact Centers in Enterprises Contact centers have been there since the 60s, but what started as a simple office model for handling inbound and outbound customer calls has evolved drastically over the years to include omnichannel support that covers email, social media, live chat, and more recently, AI chatbots.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

Balto

DECEMBER 14, 2022

But beware, too high AHT values could mean your agents aren’t devoting enough time to each customer, which might impact your customer satisfaction score. Missed-Call Rate is the number of unanswered customer calls due to long queue waiting times. Text analysis. Missed-Call Rate. Speech analytics.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52