The Northridge Group

SEPTEMBER 27, 2017

Besides Chatbots and Virtual Assistants, which operate on a more obvious human interaction level, AI in the contact center is gaining momentum in other ways including the routing, prioritization, and handling of calls. Chatbots, Virtual Agents, and dynamic routing are examples of how AI can help during customer interactions.

Contact Center 124

Contact Center Calibration Analytics Chatbots 124

CSR Inc.

JULY 3, 2016

Perhaps surprisingly, managing remote agents can be very similar to managing brick-and-mortar call center agents – with the caution that successfully managing remote front line agents does demand some additional diligence. Here’s some advice for call centers working with virtual agents: Manage Diligently.

Call Center 48

Call Center Management Calibration Virtual Agent 48

JustCall

APRIL 5, 2023

Comprehensive Reports and Analytics Sure, Talkdesk promises a world of reports and analytics – most of these being generated in real-time. Even though the dashboard, reports, and analytics are loaded with data-driven insights, it is all broken down into meaningful, digestible units that can be used to initiate action.

Interactive Voice Response 52

Interactive Voice Response Virtual Agent Multichannel voip 52