Vistio
APRIL 22, 2024
The allure of AI in contact centers is undeniable. We’ve all heard stories of chatbots providing nonsensical answers or virtual assistants misunderstanding customer inquiries. One effective strategy is to use AI as a training or agent guidance tool within your contact center.
JustCall
MARCH 9, 2023
This is how important customer experience is, especially in the context of contact centers. While your call agents strive for favorable first-call resolution metrics, your business should focus on providing them with the right customer contact center software that lets them do their job well.
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TechSee
APRIL 16, 2019
Many of us have worked in contact centers. Contact center agents want to work for employers who help them to develop and grow their careers – and they’re not afraid to leave if they’re not getting what they need. What Matters Most to Contact Center Managers. Proactivity is Key.
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 has consequently elevated the role of the contact center and its crucial position in creating customer-brand connections. Forming the frontline between an organization and its customers, the work of contact center agents can easily make or break a customer relationship. For more info, read the press release!
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.
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. WFM: 7 steps to CSR employee happiness.
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