CX Global Media

MARCH 26, 2019

For many contact centers taking the leap to implement virtual agents to handle the simple and repetitive tasks is somewhat an easy decision to make. But for one contact center that implemented virtual agents, their call handle times quadrupled! How Do Your Call Center Supervisors Measure Up?

Virtual Agent 216

Virtual Agent Contact Center Coaching Call Center 216

Fonolo

APRIL 27, 2020

Now, more than ever, your call center agents need your support. But the pandemic has forced a transition to remote working virtually overnight. It’s never been more important for call center managers to support their agents. Your remote call center agents have lost that community.

Call Center 112

Call Center Morale Contact Center Gamification 112

Playvox

MARCH 19, 2024

AI enables customer service organizations to: Perform routine, simple tasks that are usually done by a human, improving productivity Automate basic requests that improve customer experiences Enable the workforce to efficiently handle more complex requests Contact center leaders tend to leverage AI for task automation as the low-hanging fruit.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

CSR Inc.

JULY 17, 2016

Earlier this month, I discussed the growing trend towards home-based call center agents. But the role of tech in the call center industry stretches well beyond enabling virtual agents. There was a recent post over at CallCentreHelper.com on 25 Ways Technology Can Increase Agent Productivity.

Call Center 48

Call Center Technology Gamification Coaching 48

Robert Davis

APRIL 7, 2020

The answer, of course, is that your supervisors need to be experts in working with these virtual agents. Your supervisors need these people skills that build employee engagement. Virtual Side-By-Side Coaching – This will vary by phone equipment capabilities. Can you whisper coach? Coordinate.

Contact Center 62

Contact Center Coaching Virtual Agent Employee engagement 62

Robert C. Davis and Associates

APRIL 7, 2020

The answer, of course, is that your supervisors need to be experts in working with these virtual agents. Your supervisors need these people skills that build employee engagement. Virtual Side-By-Side Coaching – This will vary by phone equipment capabilities. Can you whisper coach? Coordinate.

Contact Center 52

Contact Center Coaching Virtual Agent Employee engagement 52

JustCall

AUGUST 10, 2022

Top 8 Alternatives to Avoxi – Choose the Best Call Center Software for Your Business. Multi-level IVR with automatic call distribution based on requisite filters. Live call coaching, recording, transcripts, and swift closure of deals with call intelligence. JustCall Overview. Cloudtalk Overview.

Interactive Voice Response 52

Interactive Voice Response voip CRM call center software 52