CSM Magazine
OCTOBER 4, 2022
Real-Time Agent Assist uses AI and Machine Learning to analyze customer needs and emotions, then deliver real-time coaching so contact center agents can take the best next step for customers. Real-Time Agent Assist.
CCNG
MAY 11, 2022
Hasn't our industry evolved and progressed to a point where we should be producing better trained and skilled agents than in years past? There was no such thing as a knowledge base, Slack, or other advanced tools when many of us started in the call center industry. And what about leadership?
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Hodusoft
AUGUST 9, 2023
With features such as multi-level Interactive Voice Response (IVR), skill-based routing , self-service solutions such as chatbots, knowledge base routing, frequently asked questions (FAQs) and more, high-quality multi-tenant contact center software can increase FCR by leaps and bounds.
SharpenCX
AUGUST 4, 2020
Use it to automate scheduling your agents, route coaching lessons to your team, and even alert you to KPI thresholds that need attention. Use your automation tools to gather agent information and data so you can provide better coaching. Download Now: Get Real About Coaching Your Agents with These Actionable Tips.
Aria Solutions
MARCH 31, 2020
Contact centers are using Chatbots to provide instant answers to common questions, direct queries to the right agents, and reduce call volume. Customer-Facing Knowledge Base. Advanced Tools for Agents to Provide Better Support. Support tools to manage, monitor, and coach support teams. Callback Request.
aircall
OCTOBER 31, 2016
Customer support channels include phone support, email, live chat, social media, forums, self-service knowledge bases, etc. This is a recipe for agent burnout , and for an unsuccessful and unsustainable strategy. Regular coaching sessions will keep your team proactive and on the same page.
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