Connect

DECEMBER 11, 2023

While the rapid development of generative AI platforms will certainly eliminate the need for agents to perform numerous customer service tasks, rather than displace them, this advanced technology will emerge as their saviour and benefit operators in the long run. Creating ‘ super agents. Shifting the status quo.

Technology 93

Technology Average Handle Time Cloud contact First call resolution 93

NICE inContact

SEPTEMBER 11, 2018

The study analyzed the impact of moving to the cloud for several companies, including fashion retailer TechStyle Fashion Group. Unify to Deliver Immersive Customer Experiences. Collecting a diverse range of data and gleaning cohesive insights to meet customer needs better proved to be a significant challenge.

contact center solutions 48

contact center solutions Cloud contact Contact Center Virtual Agent 48

Fonolo

APRIL 6, 2020

That means that no matter who the customer talks to, the front-line agent has all the information they need to resolve the issue directly in front of them. Allowing you to connect to multiple customer service channels, including rentable telephone lines, live chat, and email queues.

Contact Center 108

Contact Center Average Handle Time Call Center Multichannel 108

NICE inContact

OCTOBER 12, 2018

With all of the new improvements and changes in modern day customer service technology, it’s no surprise that customer expectations have evolved to follow suit as well. This is the first of four ways that virtual agents are automating the contact center. fewer calls being transferred to live agents.

Virtual Agent 48

Virtual Agent Contact Center Average Handle Time Interactive Voice Response 48

Talkdesk

APRIL 14, 2020

It is crucial to ensure that agents can work from home and comply with increasing social distancing and self-isolation. A cloud native contact center infrastructure offers the most comprehensive and suitable solution, especially if it is mobile friendly. The chart below shows this behavior. We hope this crisis will be over soon.

Contact Center 81

Contact Center Virtual Agent Chatbots Healthcare 81

NobelBiz

FEBRUARY 21, 2023

Also driving this trend is real-time analytics. For example, agents should have real-time access to their average handling time and target performance. If the agent can see which goals they are fulfilling and which require improvement, they may adjust their strategy in real time.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52

NobelBiz

FEBRUARY 15, 2023

Also driving this trend is real-time analytics. For example, agents should have real-time access to their average handling time and target performance. If the agent can see which goals they are fulfilling and which require improvement, they may adjust their strategy in real time.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52