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Virtual Agent Multichannel Customer effort Interactive Voice Response Self service Contact Center Customer Experience Technology Management More Related Topics >
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Driving Contact Center Change: Chatbots, OmniChannel, Cloud

Altivon

MARCH 20, 2018

Chatbots, Omnichannel and Cloud are three top trends for contact centers. Chatbots: Prosperous Future or Disaster? Through better web-based content, enhanced IVR, the Internet of Things (IoT), virtual agents and, yes, chatbots. Chatbots seem synonymous with artificial intelligence and are certainly sparking the imagination.

Chatbots 40
Chatbots Contact Center CCNG Multichannel 40
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Key contact center metrics you should be tracking

CCNG

NOVEMBER 29, 2023

Whether the interaction in question is a phone or chat conversation with an agent, accessing self-service content or using an automated channel such as a chatbot, a CSAT survey asks customers to rate the experience in question on a three-point, five-point, seven-point or ten-point scale.

Metrics 195
Metrics Contact Center Average Handle Time Surveys 195
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