TechSee

JANUARY 14, 2020

Automated workflows simplify agents’ repetitive daily tasks, such as auto-populating information on specific screens or sending follow-up emails after calls. A Forrester report discusses how AI trends will transform agents’ roles by giving them the tools they need to succeed. Smarter Agents. Specialization.

Virtual Agent 109

Virtual Agent Self service Contact Center Call Center 109

Robert Davis

APRIL 7, 2020

The answer, of course, is that your supervisors need to be experts in working with these virtual agents. Virtual Side-By-Side Coaching – This will vary by phone equipment capabilities. Can you whisper coach? Virtual Team Huddles – This is another coaching tactic that is needed now more then ever.

Contact Center 62

Contact Center Coaching Virtual Agent Employee engagement 62

Creative Virtual

JANUARY 4, 2022

The good news is that none of these common issues are dealbreakers that mean you must scrap your current virtual agent or chatbot project and start over. Your first step should be to download the new ebook Conversational AI Issues & Solutions: Transforming Ineffective Chatbot & Virtual Agent Projects.

Virtual Agent 52

Virtual Agent Chatbots Coaching Consulting 52

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. Virtual Side-By-Side Coaching – This will vary by phone equipment capabilities. Can you whisper coach? Virtual Team Huddles – This is another coaching tactic that is needed now more then ever.

Contact Center 52

Contact Center Coaching Virtual Agent Employee engagement 52

Balto

MARCH 29, 2023

Some common use cases for AI in the contact center industry include routine task automation, real-time language translation, customer interaction analysis, real-time quality assurance, and agent assistance and coaching. This can help you target your coaching and enhance the quality of your customer interactions.

Contact Center 52

Contact Center Interactive Voice Response Coaching Virtual Agent 52

Interactions

APRIL 14, 2021

The agent on the other side of the communication should understand that the debtor is going through a hard time and they want to figure out how to get out of the mess. Simplicity : Sometimes a virtual agent is the fastest and most accurate solution to resolve the customer’s problems. 3) Compliance.

Virtual Agent 90

Virtual Agent Call flow Call Center Finance 90

3CLogic

FEBRUARY 7, 2024

Artificial intelligence in customer service enhances your communication platforms with intelligent self-service, automated workflows & call transcripts, customer sentiment insights, AI Coaching — and much more — to elevate the overall experience without increasing manual efforts.

Contact Center 59

Contact Center Cloud contact CRM Self service 59

DMG Consulting

OCTOBER 6, 2023

Applications for Contact Centers/Customer Service Generative AI has caught the attention and imaginations of vendors and enterprises, driving investments in a large and growing variety of applications for contact centers (sales, marketing, service, collections, technical support, etc.) and customer service organizations.

Contact Center 59

Contact Center Call flow Enterprise Virtual Agent 59

Call Design

AUGUST 9, 2021

This has shown that humans and virtual agents can operate as co-workers helping to make the agents’ job more interesting. How Automation Of The Contact Centre Works: Automation within a contact centre can increase efficiency at the front-end and back-end, allowing managers and agents to make more informed decisions.

Interactive Voice Response 78

Interactive Voice Response Chatbots Coaching Virtual Agent 78

Interactions

APRIL 14, 2021

The agent on the other side of the communication should understand that the debtor is going through a hard time and they want to figure out how to get out of the mess. Simplicity : Sometimes a virtual agent is the fastest and most accurate solution to resolve the customer’s problems. 3) Compliance.

Virtual Agent 62

Virtual Agent Call flow Call Center Finance 62

Liveops

NOVEMBER 16, 2018

With virtual agents, call centers have access to a larger pool of talent, as workers aren’t limited to a certain geographical region. Because they work on their own schedules, virtual agents can be available at any time and for short shifts to help with bursts in capacity. Another key difference is flexibility.

Virtual Agent 81

Virtual Agent virtual call center Call Center Coaching 81

Xaqt

JUNE 3, 2020

Whereby humans assist and train AI Digital Agents to improve their interactions with, humans. Despite what several vendors tout, Virtual Agents have not yet reached the point where you can just turn one on and expect it to work effectively. Unsupervised Conversational AI and Virtual Agents are like Unsupervised Live Agents.

Contact Center 40

Contact Center Virtual Agent Interactive Voice Response Engineering 40

BlueOcean

OCTOBER 4, 2023

Finding a partner who has a proven track record of attracting, training, engaging, and retaining agents in the language of your high-volume customer demographics is going to be the top priority of your RFP process. You’ll want to ask about labor markets, hiring timelines, retention stats and more.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

Global Response

AUGUST 7, 2023

Before you set them free to make decisions and take ownership of their work, make sure that you support them with the necessary training, coaching and mentoring to feel confident in their abilities to do so. On the other hand, the right kinds of software can empower agents to do their jobs well and effectively.

Call Center 62

Call Center Agent Empowerment Average Handle Time Feedback 62

Creative Virtual

OCTOBER 4, 2018

Chatbots and virtual agents have become essential tools for providing 24/7 self-service to digital customers. By giving all staff easy access to the same level of knowledge regardless of experience, anyone from support teams to trainers and coaches can step in to answer customer questions with confidence at peak or busy times.

Chatbots 56

Chatbots Contact Center Virtual Agent Coaching 56

Eckoh

JANUARY 31, 2020

The same tools will also allow the managers to monitor and tune their ‘digital agents’ whether they be chatbots, voice bots, virtual agents or concierge solutions, using agent free time to QA automated interactions and feeding the data back into AI training models.

Contact Center 52

Contact Center Management Gamification Virtual Agent 52

Liveops

DECEMBER 27, 2018

Click here to read tips for coaching agents to build rapport on their calls. Click here to get your detailed guide to getting started with a virtual agent model. That means ask how their day has been, whether they’re enjoying the weather or simply let them know the reason for the pause. That’s a wrap on 2018!

Contact Center 81

Contact Center Customer Service Call Center Virtual Agent 81

DMG Consulting

DECEMBER 7, 2020

Quality management (QM) and analytics-enabled quality management (AQM) can identify training and coaching opportunities, and mobile-enabled workforce management (WFM) solutions help keep track of employees and allow agents to adjust their working hours, regardless of where they are located.

Consulting 62

Consulting Consulting Contact Center Marketing 62

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

JustCall

AUGUST 10, 2022

Live call coaching, recording, transcripts, and swift closure of deals with call intelligence. Useful features provided include Power Dialer, Analytics Dashboard, Live Activity Feed, Call Coaching, CTI, IVR, and so on. AI agent – An NLP-enabled virtual agent can be deployed to support customers. Image Source.

Interactive Voice Response 52

Interactive Voice Response voip CRM call center software 52

Creative Virtual

JULY 18, 2019

Conversational AI is increasingly an important piece of these initiatives with chatbots and virtual agents becoming essential tools for providing 24/7 self-service to digital customers. Chatbots and virtual agents can only give accurate responses if they are backed by a knowledgebase with accurate content.

Interactive Voice Response 40

Interactive Voice Response Chatbots Virtual Agent Self service 40

SharpenCX

AUGUST 1, 2022

Waiting on hold for an agent to help with something simple, like a password reset or common question, can be very frustrating. Automating menial and repetitive tasks has huge impacts on both your agent’s workload and your customer’s satisfaction.

Contact center software 67

Contact center software Contact Center Self service Virtual Agent 67

Uniphore

JULY 10, 2021

Live Agent Assist Demos and Case Studies Showing: How to Train and Onboard Your Agents in the New Normal Without Relying on Knowledge Management How to Arm Your Agents With the 10 Superpowers that Reduce AHT and Boost NPS How to Coach Your Agents to Become Your Best Agents Without Traditional QM and PM How to Go Beyond FCR and Avoid the Next Issue.

Call Center 89

Call Center Contact Center Consulting Consulting 89

aircall

MAY 16, 2017

A virtual agent could be tasked with customer support, tech support, even management. Virtual agents often report higher productivity and engagement, despite being physically removed from the center of operations. Scheduling and carrying out regular coaching sessions for existing support representatives.

Customer Support 81

Customer Support Virtual Agent Coaching Accountability 81

Liveops

DECEMBER 27, 2018

Click here to read tips for coaching agents to build rapport on their calls. Click here to get your detailed guide to getting started with a virtual agent model. That means ask how their day has been, whether they’re enjoying the weather or simply let them know the reason for the pause. That’s a wrap on 2018!

Contact Center 48

Contact Center Customer Service Call Center Virtual Agent 48

Fonolo

APRIL 6, 2020

It can rout calls to the most qualified agent to handle each customer while reducing average handle times. It also helps to increase agent efficiency through the use of automation and it can also identity coaching opportunities by listening to phone calls.

Contact Center 108

Contact Center Average Handle Time Call Center Multichannel 108

DMG Consulting

MARCH 10, 2023

Applying gaming techniques to more fully engage and coach agents can enhance CX and the employee experience (EX) while improving quality and increasing productivity. These solutions can be implemented in a few weeks but will take a few months to deliver the expected benefits. Gamification.

Contact Center 48

Contact Center Interactive Voice Response Gamification Quality management 48

JustCall

FEBRUARY 13, 2023

Top Features of Nextiva Intelligent virtual agents (IVA) – Self-services IVR that is capable of handling huge call volumes and routing calls to the right agents. Workforce management tools – The tools to monitor quality, forecast, and accurately staff operations to improve agent performance. 5 Capterra– 4.1/5

Interactive Voice Response 52

Interactive Voice Response voip Enterprise APIs 52

JustCall

JANUARY 31, 2023

Call Intelligence – Make the best use of IQ to sketch out the best pitches, real-time conversation insights, and coaching with conversational intelligence. Call queues – Route calls to the right agent using IVR, skills-based routing, and caller information to ensure customers reach the right agent and are not kept waiting.

voip 52

voip Enterprise Interactive Voice Response CRM 52

Fonolo

APRIL 27, 2020

If your agents are missing the gym and need a more intense workout, sign up for some of the many virtual training sessions out there, from the PTs and coaches that are twiddling their (muscular) thumbs as much as the rest of us. Create a virtual lunchroom to eat with your colleagues.

Call Center 112

Call Center Morale Contact Center Gamification 112

JustCall

APRIL 5, 2023

Call Intelligence – Make the best use of IQ to sketch out the best pitches, real-time conversation insights and coaching with conversational intelligence. Call queues – Route calls to the right agent using IVR, skill-based routing, and caller information to ensure customers reach the right agent and are not kept waiting.

voip 52

voip Enterprise Interactive Voice Response CRM 52

SmartKarrot

APRIL 17, 2023

Virtual agents: Virtual agents are AI-powered systems designed to simulate human-like interactions in a digital environment. Act as a coach: AI can act as a coach for customer success teams, providing guidance and insights based on past performance and best practices.

Upselling 10

Upselling Chatbots Virtual Agent Coaching 10

Liveops

JUNE 18, 2020

Meanwhile, countless professionals—from physicians to bank tellers, coaches to art dealers—have been forced to learn new ways of working and adopt new mindsets. Not every occupation has survived through this historic shift unscathed. In some industries, such as retail and hospitality, most businesses simply can’t happen remotely.

Education 62

Education Banking Coaching Personalization 62

aircall

NOVEMBER 4, 2016

Your agents’ only tool is their desktop computer, and even that isn’t written in stone. For instance, a VOIP business phone system matches a session to every agent, so they can work from different computers, even remotely or from home. The user interface allows seamless collaboration between your team members.

Customer Support 83

Customer Support Call Center Interactive Voice Response Automatic Callback 83

Playvox

MARCH 19, 2024

As NLP, ML, and conversational AI evolved, modern contact centers embrace AI-powered chatbots, virtual agents or assistants, voice recognition, and other tools to deliver self-service options to customers. Proactively analyze agent interactions to spot coaching opportunities to prevent costly mistakes and enhance employee engagement.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

JustCall

MARCH 23, 2023

JustCall Team Members page Top Features of JustCall Multi-level IVR – The smart IVR system can route users to the right answers or agents based on their choices and agent/departmental skills. Conversation intelligence- Track and analyze all conversations with in-depth customer and coaching insights.

Interactive Voice Response 52

Interactive Voice Response call center solutions CRM Contact Center 52

aircall

NOVEMBER 4, 2016

Your agents’ only tool is their desktop computer, and even that isn’t written in stone. For instance, a VOIP business phone system matches a session to every agent, so they can work from different computers, even remotely or from home. The user interface allows seamless collaboration between your team members.

Customer Support 54

Customer Support Interactive Voice Response Call Center Automatic Callback 54