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! What happened? Is there an app for that?
Talkdesk
SEPTEMBER 16, 2020
Self-service is a hot topic in the call center industry. From knowledge bases to virtual agents, the potential disruption that a solid set of self-service applications can bring to contact center efficiency and customer experience is unquestionable and justifies all the buzz.
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Taylor Reach Group
JUNE 9, 2020
These past few months, we’ve watched contact centers turn to backup plans C and D as work schedules were impacted by stay-at-home orders or their agents’ refusal to go in because of the pandemic. Those who chose to make the contact center their temporary dwelling did so without the ability to take showers.
SmartAction
NOVEMBER 22, 2023
Artificial Intelligence (AI) provides an unprecedented opportunity to revolutionize the call center experience for the 59% of your customers who prefer telephone communication. Conversational AI helps them out of what seems to be an endless cycle of button pressing and voice prompts to connect them immediately with a virtual agent.
Speaker: Brian Morin, Helena Chen, and Sofia Burton from SmartAction
The latest trend in the contact center has CX leaders worried -- across industries, there is a massive shortage of workers. Key takeaways: Why there’s a shortage of call center agents during a time of relatively high unemployment. How to mitigate the impact of an understaffed contact center with conversational AI.
LiveVox
NOVEMBER 7, 2022
In a call center environment, heavy call volume can usually be expected ahead of time. This is why an Interactive Voice Response (IVR) System is employed in a contact center. Supervisors can then make sure that enough agents are scheduled. Other times, […].
SmartAction
JUNE 3, 2021
Since the dawn of conversational AI integrating into contact centers, one thing has been heard repeatedly … The robots are here to take our jobs! Yet when examining the facts versus fiction that sentient bots are here to end the live agent workforce, the opposite is true. Think of virtual agents as task relievers.
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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
Speaker: Sofia Burton & Tiffany O'Malley from SmartAction
Contact center leaders have faced an onslaught of burdens exacerbated by the pandemic. Agent attrition has always been a huge problem, but now the difficulties of the worker shortage make securing live agents for call centers highly competitive. Determining which calls are best for automation.
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