Big data Call Center Interactive Voice Response Self service 
Fonolo
SEPTEMBER 4, 2018
Andrew Yang, founder of “Venture for America” (and a long-shot candidate for president in 2020) said “Google recently demonstrated software that can do the job of an average call center worker … that’s going to result in hundreds of thousands of jobs lost”. Duplex is Not About Agent Replacement. Let’s take this apart.
NobelBiz
MAY 10, 2022
You may enhance both agent and client engagement by making a few adjustments to the way you operate your contact center. In this article, we identify 9 roadblocks to excellent call center agent experience and how to tackle them. How to define an excellent call center agent experience?
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Balto
MARCH 29, 2023
Cost Reduction AI enables cost savings in many areas and operations of a contact center. For example, using AI to provide self-service channels for your customers, such as AI chatbots, can help you significantly cut labor costs.
Fonolo
NOVEMBER 17, 2020
After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Omnichannel, Cloud-Based Contact Centers.
TechSee
OCTOBER 31, 2018
This data is culled from devices, networks, mobile applications, geolocations, detailed customer profiles, services usage and billing data. Dutch telecom KPN analyzes the notes generated by its call center agents, and uses the insights generated to make changes to the interactive voice response (IVR) system.
Dialer 360
SEPTEMBER 7, 2018
This is already stirring of change call center with automating different small repetitive. Visual IVR. Already with over billion smartphone user globally and growing the trends toward IVR. It enables the user to leverage from their devices for customer services. Even view holding time and select a call back option.
Hodusoft
NOVEMBER 13, 2019
The face to face experience Social media integration is fine in contact center solutions but for agents and customers to view each other during a talk is much better. We can expect it to gain even more ground as call centers based around WebRTC become more popular. IVRs , standing in the front line, can attend to most customers.
Expert insights. Personalized for you.
209 
Let's personalize your content