SmartAction

JUNE 27, 2023

Embrace automation for contact center success in 2023! Are you ready to take your contact center to the next level? So, why are some contact centers still hesitant to implement AI? Let’s address the common objections and show you how to overcome them with conversational AI and virtual agents.

Contact Center 83

Contact Center Virtual Agent Agent burnout Self service 83

Balto

NOVEMBER 2, 2023

Modern enterprise contact center solutions utilize Artificial Intelligence (AI) and Machine Learning (ML) to identify customer pain points, the causes of low scores, and why your customers aren’t satisfied with their experience with your company. A contact center is considered successful if it’s customer-centric.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

Playvox

OCTOBER 19, 2021

If you’re a contact center professional, you’re probably feeling the pain of agent staffing shortages. This difficulty includes finding contact center agents. It’s always been a challenge to recruit and retain talented agents. Higher queue times. Increased agent burnout.

Contact Center 73

Contact Center Management Agent burnout Interactive Voice Response 73

Outsource Consultants

JUNE 15, 2022

Contact center agents are on the front lines of this growing problem, answering customer inquiries and giving shipping updates. The Impact on Contact Centers. Many prescriptions taken by consumers have no generic option and if they do, require a new request from a doctor each time the brand is unavailable.

Automotive 128

Automotive Transportation Contact Center Agent burnout 128

Fonolo

JANUARY 25, 2022

From organizing call center agents to employing the right technology and developing a customer experience strategy, there are plenty of moving pieces in the successful operation of a contact center. Getting all those nuts and bolts to run in perfect harmony is often referred to as call center workforce optimization (WFO).

call center workforce 81

call center workforce Call Center Agent burnout Interactive Voice Response 81

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

DECEMBER 14, 2022

Improving productivity is one of the biggest challenges modern contact centers face. There are many things you can do to make your call center more productive, like motivating your agents, equipping them with technological solutions, and implementing self-service options. Missed-Call Rate.

Call Center 52

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