UJET

NOVEMBER 3, 2020

A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent. Automation Reduces Repetitive Tasks for Agents. After a call, agents spend extra time copying notes to your CRM tool.

Customer Service 82

Customer Service Virtual Agent Interactive Voice Response Gamification 82

UJET

NOVEMBER 3, 2020

A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent. Automation Reduces Repetitive Tasks for Agents. After a call, agents spend extra time copying notes to your CRM tool.

Customer Service 72

Customer Service Virtual Agent Interactive Voice Response Gamification 72

DMG Consulting

MARCH 10, 2023

Analytics-enabled quality management (AQM) (a.k.a. Gamification. Applying gaming techniques to more fully engage and coach agents can enhance CX and the employee experience (EX) while improving quality and increasing productivity. Here is a rundown of some of the applications to consider as you build your budgets for the future.

Contact Center 48

Contact Center Interactive Voice Response Gamification Quality management 48