TechSee

NOVEMBER 10, 2020

Instead of technical support agents attempting to explain with words how customers can fix their issues, they can visually show them via step-by-step actions and movements. The FTF rates are raised, and the time spent on site is shortened.

Customer Service 207

Customer Service Self service Average Handle Time Contact Center 207

CCNG

MARCH 30, 2022

To be truly successful, work-at-home culture has to evolve and be cultivated to support any process or technology. Understanding the mental process for supervisors It’s time for the 15-minute agent coaching time. The supervisor gets the agent on the video platform, and the agent wants to talk. I’d sure appreciate it.”

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

TechSee

DECEMBER 2, 2020

Myth # 1: Remote visual assistance is for hardware tech support only. Got a problem – call tech support. Calling tech support and having a video call – well, that’s a whole different story. Incorporating remote visual assistance into day-to-day operations helps: reduce customer effort and wait time.

Average Handle Time 109

Average Handle Time First call resolution Technical Support Technology 109

TechSee

AUGUST 14, 2018

Implementing decision support tools backs up the agent, putting the right information at the tip of their fingers, helping them work smarter and perform better in operational KPIs such as First Call Resolution (FCR) and Average Handling Time (AHT). Computer Vision and IDSS: Stronger Together.

Contact Center 95

Contact Center Scripts Average Handle Time First call resolution 95

TechSee

FEBRUARY 1, 2021

The company is also relying on AI to support its maintenance procedures: the telecom giant is using drones to expand its LTE network coverage and to utilize the analysis of video data captured by drones for tech support and infrastructure maintenance of its cell towers. Robotic process automation (RPA).

Telecommunications 107

Telecommunications Chatbots Big data Average Handle Time 107

ViiBE Blog

MAY 20, 2021

Remote visual support is an innovative technology revolutionising customer service and customer support practices we have come to know so far. Augmented Reality is one of the most eminent features of remote visual support. Remote visual support constantly becomes more and more automatic. Solution delivery method.

Transportation 52

Transportation First call resolution Average Handle Time Technical Support 52

ViiBE Blog

MAY 13, 2021

Call centers are run for different reasons, whether for communicating with prospective clients, or providing after-sales services or technical support. The software running these centers can vary, but important metrics are Average Handling Time , First Call Resolution Rate, and Net Promoter Score. Contact Center.

Call Center 52

Call Center Technology virtual call center Interactive Voice Response 52