Call flow Coaching Self service Survey 
Myra Golden Media
APRIL 11, 2023
This could involve training on product knowledge, customer service skills, and communication techniques. Additionally, ongoing coaching and feedback can help agents improve their performance and stay motivated. My Customer Service Master Class might be a good fit for training on soft skills.
Balto
SEPTEMBER 13, 2022
From chatbots and mobile apps to self-service libraries and loan calculators, the current number of available self-service channels for customers of banks and financial institutions has become unrivaled. How exactly can personalization be achieved outside of successful self-service ventures?
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Balto
JULY 27, 2023
For the contact center, generative AI is already being used for call summarization and some early agent assist tools. It can be used for quality monitoring by creating survey questions, creating bots, draft email responses to customers, and more. This helps save time and produce better outcomes in contact centers.
Balto
FEBRUARY 6, 2023
We surveyed over 620 tenured agents to understand if they view the contact center as a strong career path, and the answer was a resounding yes. We are in the midst of a loneliness epidemic , and consumers know that a helpful human is only a phone call away at any time. In our survey, 46.7% Key word: opportunity.
8x8
JUNE 18, 2018
And being able to track every step along the way of a particular interaction, from self-service menu usage, CSR connection through to post call survey. An 8x8 Contact Center includes out-of-the-box CRM integration that presents customer records to CSRs before they accept the call for maximum context.
Enghouse Interactive
APRIL 28, 2019
Training and Retention: Happy agents tend to stay with a business, and overall levels of agent satisfaction can be dramatically improved through ongoing engagement, individual coaching and proper rewards. For calls, this is a well-structured IVR; for chats, this is a user-friendly BOT.
Enghouse Interactive
MAY 21, 2019
Training and Retention: Happy agents tend to stay with a business, and overall levels of agent satisfaction can be dramatically improved through ongoing engagement, individual coaching and proper rewards. For calls, this is a well-structured IVR; for chats, this is a user-friendly BOT.
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