Upstream Works
DECEMBER 20, 2022
This improves the agent experience, especially for those working from home and might not have access to a quiet environment. McKinsey’s American Opportunity Survey found that 58% of American workers can work from home at least once a week; 87% said they take the opportunity to work flexibly when they have the chance.
Interactions
MAY 6, 2022
In a recent survey, we found the top obstacles people experience when contacting customer service have to do with time, such as long wait times or wasted time due to inefficient processes. . 59% interacted with an agent who was not knowledgeable. Many are turning to Conversational AI solutions like virtual agents to automate tasks.
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TechSee
JANUARY 14, 2020
Automated agent assistance gives agents real-time guidance during customer interactions, freeing them from the burden of remembering workflows, troubleshooting processes and rules – the system does that – and enabling them to focus on pleasing their customers or dealing with more complex issues. Why agents are embracing the change.
SharpenCX
SEPTEMBER 24, 2020
If I’m an agent and my manager is vocal about how awesome I’m doing, I’d definitely feel a sense of pride and security when conversations about advancement opportunities arise among leadership. . Restrictive policies, airtight scripts and the mentality to “put the customer first” no matter the cost to your agents crush your team.
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TechSee
JANUARY 14, 2020
Automated agent assistance gives agents real-time guidance during customer interactions, freeing them from the burden of remembering workflows, troubleshooting processes and rules – the system does that – and enabling them to focus on pleasing their customers or dealing with more complex issues. Smarter Agents. Specialization.
UJET
NOVEMBER 3, 2020
A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent. After a call, agents spend extra time copying notes to your CRM tool. your agent can say, “I see you’re having trouble with X.
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