SmartAction
OCTOBER 26, 2023
The healthcare landscape underwent a profound transformation in the aftermath of the COVID-19 pandemic, reshaping the traditional roles of Interactive Voice Response (IVR) systems and contact centers. In some cases, call volumes surged by over 600% compared to typical levels.
Fonolo
JUNE 17, 2021
But agent engagement isn’t just about making your employees happy. Employee engagement is especially important for call centers, since agent turnover tends to be higher. That’s why it’s so important to prioritize agent morale in a contact center and ensure your top performers are engaged. Gamify daily work.
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SmartAction
FEBRUARY 16, 2021
The caveat though, is that delivering a stellar customer experience – especially in retail, hospitality, and healthcare sectors – can be prohibitively expensive to scale. Virtual agents can also handle spikes in call volume, making them a scalable solution to meet seasonal demands. Customer Wait Time.
Global Response
FEBRUARY 13, 2022
It’s certainly key for your business, but does it matter for your call center? There are a number of various location-based models for call centers, and which is right for you depends on a number of factors. Of course, an in-house call center model keeps your call center literally within your own team.
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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.
SmartAction
JANUARY 25, 2019
This newly acquired accuracy means that call center virtual assistant solutions are now demonstrating their true power in a variety of interesting and beneficial ways. Here’s how two innovative companies are using AI-powered virtual agents to automate more in their contact centers. Results: Saved $1.1
Outsource Consultants
DECEMBER 21, 2023
No one is more excited for the ongoing holiday breaks than you – but, as a call center leader, the holidays often spell operational anxiety too. The truth is, that the ability for call center leaders to disconnect from their workday challenges (if at all) is largely correlated to the efficacy of their BPO partnership.
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