Agent burnout, Education, Self service and Wait times

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Agent burnout

Education

Self service

Wait times

Bringing Automation to Customer Service – 5 Chatbot Examples for Any Industry

Comm100

OCTOBER 10, 2022

The majority of customer service queries are repetitive and simple in nature, like ‘how do I reset my password’, ‘where is my delivery’, or ‘what time is your store open’. While these queries can easily lead to agent burnout, they also use up valuable agent time. Providing a self-service option.

Chatbots

Chatbots Customer Service Self service Agent burnout

What is an ACD? The Basics of Automatic Call Distribution

Noble Systems

OCTOBER 21, 2020

ACD systems can consider the incoming phone number or line, traffic volume, wait or hold times, time of day/day of week, special customer details, and the skills or departments needed to handle the call. The ACD uses scheduling data to skip over agents who aren’t working or who are busy when a call comes in.

First call resolution

First call resolution Call Center Interactive Voice Response call center software

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Manual Call Reviews? There's a Better Way!

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Customer Contact Central

Bringing Automation to Customer Service – 5 Chatbot Examples for Any Industry

What is an ACD? The Basics of Automatic Call Distribution

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