Agent Empowerment Blog Chatbots Contact Center 
bold360 Blog
AUGUST 31, 2020
Customers increasingly prefer using self-service tools: CEB (now Gartner) reports that 81% of consumers try to self-serve before calling a contact center. CSS Tools Go Beyond the Chatbot. Similar to conversational chatbots, dynamic search bars leverage NLP technology to understand the customer’s unstructured search terms.
teleopti
JUNE 5, 2019
This blog is a little different than our usual WFM posts but we have some exciting news! This has consequently elevated the role of the contact center and its crucial position in creating customer-brand connections. This balance of human caring and digital innovation must also be present when managing the employee experience.
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teleopti
JULY 15, 2019
With each new customer service representative hire estimated to cost the contact center $10,000 to $20,000 in training, direct recruiting costs and lost productivity during ramp up, it pays to nurture your talent and keep them on side. The post 7 Steps to CSR happiness appeared first on Teleopti Blog. Read the guide.
Comm100
DECEMBER 1, 2017
For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. But deciding on annual goals and specific yearly focuses for a call center isn’t always easy. Tip: Begin to examine your existing contact center processes.
Aspect
NOVEMBER 22, 2017
The holiday season is all about giving and on this Thanksgiving Eve there’s no better time to show your customer service and contact center agents how grateful you are for them. Agents want to feel as if they have the autonomy and responsibility to not only handle complex questions but also make decisions.
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