Russel Lolacher

MARCH 29, 2021

SMS self service is no different. And the expectations they have around what service will look like in that landscape continues to rise, whether your organization is ready or not. Self-Service: allowing customers to report stolen bank cards. Self-Service: report a problem with campus facilities.

Self service 52

Self service Banking industry standards Scripts 52

Global Response

MARCH 20, 2023

Understanding why scripts and knowledge bases should be improved is just the first step, though—how should companies actually begin to do so? Agents typically have the best insight into common customer complaints and problems, and may have recommendations for the most effective solutions or scripts. Check QA logs.

Average Handle Time 62

Average Handle Time Scripts Call Center Interactive Voice Response 62

SharpenCX

AUGUST 7, 2023

Sure, there are self-service options and automated chatbots to speed up service. Make it easy to multi-task with live chat, which keeps call queues down and is easier to objectively answer with support scripts. But each call center agent can only handle one call at a time. Agents are already at their computers.

Chatbots 67

Chatbots industry standards Call Center Scripts 67

Balto

JANUARY 22, 2024

Not to mention, it wasn’t until recently that generative AI models had simple, chatbot-like interfaces that enabled anyone to interact with them easily, regardless of their technical background. Generate Agent Scripts With generative AI, you can easily draft and fine-tune agent scripts for different customer interactions.

Contact Center 52

Contact Center Coaching Average Handle Time Scripts 52

AWS Machine Learning

JANUARY 26, 2024

You can use a combination of strategies, including AWS services and solutions, at each layer to improve the security and resiliency of your generative AI workloads. Many AWS customers align to industry standard frameworks, such as the NIST Cybersecurity Framework.

Best practices 126

Best practices Government Engineering Accountability 126

Balto

AUGUST 3, 2022

We asked our respondents how much they agreed with the following statements on a scale of 1-5: Great service is the best way to build customer loyalty Great service is less important than solving a customer’s problem as quickly as possible Anything other than self-service support for customers ends up being a drain on customer resources.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52