TechSee

APRIL 21, 2021

Next-step suggestion: Consider implementing a pilot program to determine how collaboration between customer service agents and subject matter experts can improve service, based on KPIs such as CSAT and FCR rates. AI-Driven Agent Decision Support. Computer Vision AI-Based Self-Service.

Call Center 136

Call Center Contact Center Self service call center solutions 136

DMG Consulting

SEPTEMBER 24, 2021

Companies need to be able to conduct business in an increasingly virtual and digital environment, as this is what their customers expect. Interaction analytics should be used to perform a modified form of quality management called analytics (or automated) quality management (AQM).

Analytics 77

Analytics Enterprise Contact Center Quality management 77

DMG Consulting

JANUARY 29, 2021

After the pandemic is over, are you going to have some/all contact center/customer service employees work from home? of survey respondents indicated the importance of prioritizing the customer experience. Not surprisingly, self-service solutions (IVR, IVA, web and/or mobile) was the top response, as reflected by 51.8%

Contact Center 62

Contact Center Interactive Voice Response Self service Analytics 62

DMG Consulting

APRIL 13, 2022

Companies need to be able to conduct business in an increasingly virtual and digital environment, as this is what their customers expect. Interaction analytics should be used to perform a modified form of quality management called analytics (or automated) quality management (AQM).

Analytics 48

Analytics Enterprise Contact Center Quality management 48

JustCall

MARCH 9, 2023

Using call center software, you can drive efficiency into call center functions like call routing, queueing, IVR, and much more. Cons: While Aircall is one of the best options for enterprise cloud contact center software out there, it doesn’t allow you to customize it to the extent you would prefer.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

Playvox

JANUARY 13, 2022

Cloud workforce management systems that provide real-time visibility to key metrics enable supervisors to see what agents are doing and if they’re adhering to schedules. Related Article : 7 Customer Service Channels We Will Use in the Future. In fact, many think AI is the future of customer service.

Contact Center 79

Contact Center CRM Entertainment Virtual Agent 79

Playvox

MARCH 19, 2024

Contact center AI is a collection of tools or contact center software designed to enable smarter, data-driven, and more efficient customer interactions, with the ultimate goal of delivering better CX. These “cutting-edge” technologies at the time helped managers better distribute and manage voice calls more efficiently.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74