Fonolo

OCTOBER 31, 2018

Think “P2P”, “big data”, “IoT”, or “blockchain”. Hat tip to Paul Kedrosky for n-gram search.). Here’s a great example: Alight’s “Lisa” Empowers Self-Service Customer Decisions for HR Benefits Enrollment. They claim their new chatbot reduced live chat engagements by 67%. How to Set a Winning Service Level.

Call Center 105

Call Center Self service Technology industry standards 105

Fonolo

NOVEMBER 17, 2020

More than a third of service organizations already have a defined AI strategy, and more than half are currently investigating ways to use it in the business. Big Data is Getting Bigger. IDC predicts that the market for Big Data will reach $16.1 contactcenter #2020trends Click To Tweet.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Reduction in agent turnover – By matching workload and the workforce, the call center experiences less service level volatility, leading to a more predictable work experience for the agents. Encourage your top agents to come to trainings and give practical tips on how to be a top performer.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

Balto

SEPTEMBER 12, 2023

Instead of being put on hold or having to call your contact center during business hours, customers can now chat with AI chatbots that are available around the clock to resolve common queries and issues. Additionally, you can include self-service kiosks, enabling customers to get instant help with any of the services they use.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52