CCNG

SEPTEMBER 27, 2023

The drive toward self-service is a reality and with good reason, as customers want self-service. TWO-PRONGED APPROACH SAVES MORE COST WITH LOWER HEADCOUNT Companies are spending more money on self-service. A knowledge management system can be used with all agent channels and should have an AI component.

Management 195

Management Average Handle Time Self service First call resolution 195

NobelBiz

FEBRUARY 13, 2024

RELATED ARTICLE CRM Key Features For Customer Service Interactive Voice Response (IVR) An advanced Interactive Voice Response system allows customers to navigate through options using their voice or keypad inputs, efficiently directing them to the appropriate service or information, thereby enhancing self-service capabilities.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

3CLogic

JUNE 23, 2023

Voice AI technologies utilize large volumes of data, machine learning, and natural language processing (NLP) and natural language understanding (NLU) to help imitate human interactions, recognizing speech and text inputs and translating their meanings across various languages.

Customer Experience 52

Customer Experience Self service Scripts Abandon rate 52