Callminer
JULY 23, 2019
Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. The right encouragement, or even criticism, could dramatically alter agent performance, both for on-site employees and at-home agents. Leverage analytics to offer targeted agent training and coaching.
NICE inContact
APRIL 13, 2016
Do you know which topics or issues come up the most during calls in your contact center? Are customers satisfied with the solutions given by your agents? Supervisors can identify who needs help, and where, so they can get more out of their one-on-one time with agents. Is your organization monitoring work-at-home agents?
Callminer
OCTOBER 22, 2019
It’s no different in the world of call centers, where AI is already making a splash. Certainly, AI has and continues to be used for contextualizing the massive amounts of data captured by call centers, but it’s starting to go a step further. Virtual, or utilizing “at-home” agents. Internal, or inside your own four walls.
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