DMG Consulting
JUNE 27, 2022
Making the Case for an Intelligent Virtual Agent. Self-service has become the preferred form of customer support for many consumers, so long as it works. These conversational, AI-enabled solutions are essential for the success of contact centers and service organizations of all sizes. June 27, 2022 By Donna Fluss.
Xaqt
JUNE 1, 2020
With the rapid adoption of Contact Center-as-a-Service (CCaaS) platforms, it's now easier than ever for companies to launch their own contact center rather than outsource the function. Amazon, Google, Microsoft) and well-funded start-ups are selling the value proposition of bots, virtual agents and AI to their enterprise customers.
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Robert Davis
APRIL 7, 2020
How do you help them balance all of those KPIs when service levels are still suffering? The answer, of course, is that your supervisors need to be experts in working with these virtual agents. Now that your people are working from home because of COVID-19, how do you keep them engaged?
DMG Consulting
JUNE 9, 2023
An influential driver of this sector’s growth is the expanding footprint of these platforms, which increasingly include many workforce engagement management (WEM) applications and intelligent virtual agent (IVA) self-service capabilities.
DMG Consulting
SEPTEMBER 14, 2021
At its most basic, WFM solutions forecast the workload and use this information to project the number of resources (human or automated) required to complete the work within a predefined response time (or service level) for every five-, 10-, 15-, 30-, or 60-minute increment of the day, and possibly night.
Insite Managed Solutions
SEPTEMBER 20, 2018
If you know you have a consistent knowledge base, perhaps it’s time to take it a step further to enable self-service options. As call volume goes down, service levels increase and wait times may become shorter. Agents knowledge and speed improve when servicing customers.
Robert C. Davis and Associates
APRIL 7, 2020
How do you help them balance all of those KPIs when service levels are still suffering? The answer, of course, is that your supervisors need to be experts in working with these virtual agents. Now that your people are working from home because of COVID-19, how do you keep them engaged?
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