TechSee

DECEMBER 5, 2017

Contact Centers appreciate: “We got our customer support sorted the day we started using Casengo to manage emails and social media posts.” Its intelligent knowledge base/self-service platform is powered by artificial intelligence, unified search, rich analytics, and machine learning.

Contact Center 116

Contact Center Technology Self service Call Center 116

Taylor Reach Group

MAY 30, 2017

It seems there is no shortage of experts and pundits weighing in on what they see as the trends that will impact the Call Center/ Contact Center industry. In this post, I want to focus on trends that are already starting to ‘bite’ in Call and Contact Centers. . . .

Contact Center 71

Contact Center Interactive Voice Response Journey mapping Banking 71

TechSee

MARCH 7, 2019

The contact center industry continues to face extremely high agent turnover, with some outbound and telemarketing centers experiencing attrition rates as high as 27% annually. Contact centers are ready for change. They now demand more satisfying and empowering work experiences. Building a better VEA.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104

Fonolo

SEPTEMBER 11, 2018

More broadly, it’s long been true that a focus on boosting self-service capabilities (with or without AI) is going to yield some reduction in agent need. One way to think of this is that we can have local successes in agent-reduction, while at the same time, see an opposite trend when looking at the data in aggregate (i.e.

Customer Service 89

Customer Service Banking Contact Center Call Center 89

TechSee

NOVEMBER 20, 2018

For example, OnProcess Technology , whose predictive analytics help enterprises avoid unnecessary truck rolls by ranking customer incidents according to their likelihood for resolution by phone or remote-access support.

Technology 153

Technology Analytics Enterprise Technical Support 153

Fonolo

SEPTEMBER 11, 2018

More broadly, it’s long been true that a focus on boosting self-service capabilities (with or without AI) is going to yield some reduction in agent need. One way to think of this is that we can have local successes in agent-reduction, while at the same time, see an opposite trend when looking at the data in aggregate (i.e.

Customer Service 52

Customer Service Banking Contact Center Call Center 52

TechSee

FEBRUARY 12, 2018

Verto Analytics offers market research and cross-platform measurement services that give brands, publishers, and researchers a multi-dimensional view of the digital consumer. AR has been especially beneficial in the technical suppor t domain. An increasing number of customers are demanding self-service options.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84