DMG Consulting

JULY 9, 2023

Question: We’re implementing a real-time guidance application and don’t want to overwhelm our agents. These tactical “real-time, all the time” solutions make high-value contributions to organizations by changing the manner in which conversations are handled. What are some best practices?

Best practices 48

Best practices Scripts CRM Consulting 48

AWS Machine Learning

JANUARY 12, 2023

Adding multi-lingual machine translation to these customer support chat workflows provides cost-effective, scalable options that improve the customer experience by providing automated translations for users and agents, create an inclusive customer experience, and improve brand loyalty. Solution overview. Solution overview.

Customer Support 78

Customer Support APIs Scripts Enterprise 78

ShepHyken

AUGUST 12, 2022

This week we feature an article by Soumya Juttukonda, a content developer & digital media strategist at Knowmax , an AI enterprise knowledge base solution to enhance customer service. Create self-service solutions. Opt for technological solutions. Embrace omnichannel experience.

Customer Support 175

Customer Support Self service Journey mapping Wait times 175

CSM Magazine

SEPTEMBER 9, 2020

PCI Pal ® , the global provider of cloud-based secure payment solutions, has announced the addition of Speech Recognition capability for both its Agent Assist and IVR Payment solutions. To ensure security when sensitive data is spoken on a live call, PCI Pal prevents the caller’s voice from reaching an agent.

Interactive Voice Response 90

Interactive Voice Response Feedback Management Customer Service 90

Creative Virtual

APRIL 21, 2022

Long wait times, disengaged agents, multiple call transfers, repeating yourself over and over – calling customer support has a bad reputation for a reason. Many of us would rather self-serve on the website, send an email, or chat with an agent online for most of our support needs, particularly when we are dealing with large companies.

Customer Support 105

Customer Support Interactive Voice Response Virtual Agent Contact Center 105

TechSee

APRIL 21, 2020

This has prompted many organizations to explore innovative technologies such as remote Visual Assistance. Leading enterprises have therefore had to tackle a third challenge: working out how to choose the right remote assistance software for technicians. 1. Is the solution quick to implement? Simplicity is crucial.

Enterprise 109

Enterprise SaaS Technology Contact Center 109

Uniphore

JUNE 10, 2021

Our solution: educate centers on the power of automation and empower agents to use technology to their advantage. Along the way, we learned a lot about the obstacles customers and agents face today. 0% Security issues with Agents at Home. Drive Agent Satisfaction to Drive Customer Loyalty. 13% High Call Volume.

Call Center 98

Call Center Self service Contact Center Interactive Voice Response 98

JustCall

OCTOBER 19, 2023

In a world where 44% of customers get annoyed or irritated if they are kept on hold for 5 to 15 minutes and about 90% believe that immediate response is essential, call center agents are bound to feel overwhelmed and pressured. You can miss potential sales opportunities when callers cannot reach a live agent.

Call Center 52

Call Center Management Real estate Wait times 52

TechSee

MARCH 23, 2020

Work from home (WFH) for customer service agents is a concept that has rapidly gained traction over the past few years, enabling enterprises to partially address the ongoing contact center recruitment crisis. Select your software – one proven contact center technology that agents can use just as easily from home is Remote Visual Assistance.

Call Center 109

Call Center Contact Center Enterprise CRM 109

Callminer

AUGUST 1, 2017

Alex Tebbs is the Co-Founder and Sales Director at VIA , the UK’s largest Hosted Skype for Business solution. Having a reliance on this type of solution is intrinsically inefficient. Contact centers can achieve this by opting for a unified communications solution that is hosted in the cloud, a.k.a. Too many portals…”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Uniphore

JANUARY 24, 2022

Go Beyond Call Center Coaching with Real-Time Agent Assist. Agent assist software builds agent engagement and proficiency with live call center coaching, training and process optimization. Agent Engagement Matters. Current agent coaching is leading to customer—and agent—turnover. Learn More.

Coaching 52

Coaching Call Center Average Handle Time Telecommunications 52

Hodusoft

NOVEMBER 17, 2021

Interactions on multiple channels are automatically synced, making it easy for representatives to review the entire conversation history before assisting a customer. An agent reads the dispatch and begins to work on resolving the issue. Multichannel contact centers normally assign agents to different channels as they are added.

Contact center software 98

Contact center software Contact Center Multichannel Best practices 98

Uniphore

JUNE 16, 2021

10 Agent Assist Superpowers That Reduce AHT and Boost NPS on Day 1. ??? AHT is the average length of time it takes an agent to complete a call. 67% of interactions involve a time-consuming diagnosis 60% of customer-assistance occupations are automatable* 30% of common call center tasks are automatable*. In fact, 67.4%

Average Handle Time 59

Average Handle Time Call Center Contact Center Metrics 59

Avaya

JULY 24, 2019

As the core of customer experience, it’s crucial that organizations prioritize the engagement their agents need for effectively serving customers. What top factors make for a superior agent experience that then results in an incredible customer experience? AI-enhanced Desktop. But what does this look like?

Contact Center 82

Contact Center Coaching CRM Chatbots 82

DMG Consulting

AUGUST 10, 2023

Real-time guidance (RTG) solutions are designed to advise and guide agents in resolving and handling service inquiries or closing a sale or collection. These capabilities can help agents enhance and grow relationships with customers by suggesting upsells or new products. Like what you’re reading?

Upselling 48

Upselling Scripts Average Handle Time Coaching 48

Noble Systems

MARCH 20, 2020

Most cloud contact center solutions will be able to provide remote configuration with a web-based agent desktop and web-based system management and configuration. All your agents need to do is log on from home using a URL link and enter their unique username and password. Remote System and Application Access.

Contact Center 82

Contact Center voip Gamification Government 82

DMG Consulting

AUGUST 1, 2022

As interest in and the market opportunity for sales of contact center technology and applications grows, so too does the level of research and development (R&D) in these solutions. Agent Desktops and User Interfaces are Getting a Refresh. Vendors are happy to invest in their solutions when they expect a return on investment.

Contact Center 48

Contact Center Marketing Self service Enterprise 48

SmartAction

FEBRUARY 13, 2024

Businesses who thrive at building robust, complete customer journeys harness the power of automation to build self-service solutions in their order management strategy. Personalization and Relevance Creating a personal touch in your order management virtual agent can significantly enhance customer experience and engagement.

Best practices 64

Best practices Virtual Agent Management Chatbots 64

Upstream Works

FEBRUARY 26, 2020

This will all be transparent to customers, and you can’t do it by stringing point solutions together or patching add-ons to an aging system. A holistic approach is needed to reduce the complexity on the agent desktop, leverage existing and emerging technologies to streamline and automate workstreams for greater efficiency.

Contact Center 78

Contact Center contact center solutions Chatbots Technology 78

ShepHyken

FEBRUARY 28, 2017

While we are pushing people toward alternative solutions to customer service, we must recognize the power of the live phone conversation with a customer. Through the use of technology, customer service agents will be able to deliver a better customer service experience. What is an intelligent assistant?

Technology 195

Technology Accountability Enterprise Marketing 195

TechSee

NOVEMBER 22, 2021

Seven in ten workers said that they experienced two or more technical issues that required IT assistance while working remotely. . Expensive Remote Support Solutions . Clearly, with remote work here to stay, organizations must find the best and most cost effective remote support solution for their staff. for remote IT support.

Technical Support 109

Technical Support Telecommunications Best practices Morale 109

Call Design

AUGUST 9, 2021

This type of automation allows agents to make better use of their time. This has shown that humans and virtual agents can operate as co-workers helping to make the agents’ job more interesting. Robotic process automation (RPA) – This functionality automates common, reproducible agent tasks in the contact centre.

Interactive Voice Response 78

Interactive Voice Response Chatbots Coaching Virtual Agent 78

Connect

MAY 25, 2023

This integration builds knowledge once, and delivers it across every channel, including bots and agents, through a centrally managed knowledge portal to orchestrate the best experiences. Digital assistants that use natural language processing can also handle routine queries via speech and capture intent.

Technology 65

Technology Self service Revenue potential Analytics 65

Cisco - Contact Center

AUGUST 3, 2020

It uses artificial intelligence and data insights to power contact center performance, and empower agents with greater knowledge and context, enabling them to deliver enriched and more meaningful engagements with their customers. We were able to provide scale above and beyond what we could have established with an on-premises solution.”.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

Upstream Works

JANUARY 12, 2022

See how Upstream Works enhanced omnichannel solutions can help with your digital transformation efforts. Agent Productivity Concerns. Technological advancement is imperative to enabling personalized assistance for every customer. Ask yourself these questions: How easy would it be to expand your current contact center solution?

Contact Center 78

Contact Center contact center solutions Self service Analytics 78

Serenova

APRIL 24, 2020

When it comes to your contact center’s payment collection system, customers want to feel confident that the payments they make through your contact center are secure, even when your agents are working from home and the security risk can be exponential. Agents prompt customers to enter credit card details securely via telephone keypads.

Interactive Voice Response 84

Interactive Voice Response Call Logging Contact Center contact center solutions 84

DMG Consulting

AUGUST 11, 2020

Answer: Robotic process automation (RPA) solutions most commonly used in back-office environments are unattended RPA applications. Attended RPA runs on the employee’s desktop and is invoked by a user via context-based screen triggers, an embedded screen button or hot key, etc. An attended RPA application “works” alongside agents.

Contact Center 77

Contact Center Scripts Management 77

Global Response

FEBRUARY 26, 2024

Automated systems can quickly handle routine inquiries and transactions, freeing human agents to tackle more complex issues. Tools like video conferencing and remote desktop access allow businesses to offer in-depth support for remote workers and customers. These provide instant, automated responses to common customer inquiries.

Call Center 62

Call Center Customer Service outsourcing CRM 62

DMG Consulting

NOVEMBER 3, 2020

WFM Solutions for a more Agile Business World. To borrow from a popular idiom, these are “not your mother’s WFM solutions” – and the new capabilities are getting rave reviews. . AI and intelligent automation are enabling major enhancements to WFM solutions. Change is born of necessity. Leading Innovation. Enhanced Usability.

Self service 87

Self service Gamification Contact Center Virtual Agent 87

Balto

AUGUST 25, 2022

But more and more, contact centers are looking to simplify app management for all the critical tools their front-line communicators use everyday to do just that — for the benefit of agents, IT teams, and customers alike. The solution? It delays call progress and frustrates the agent and the customer.

Contact Center 52

Contact Center CRM Benchmark Banking 52

Real Blue Sky

MAY 18, 2022

This month, we are focused on how the right tools can transform the #EX – tools like AI, the composable desktop, self-service and PRB. “To The result: customers had to deal with oftentimes excruciating hold times, re-routing from one agent to another, verbally repeating their issues over and over, and a lack of issue resolution.

Interactive Voice Response 52

Interactive Voice Response Self service APIs Contact Center 52

JustCall

FEBRUARY 20, 2024

Orum’s dialer is also great for automatically calling leads but JustCall offers better AI-driven features such as predictive dialing and smart call distribution that can help you save your sales team or agents more time. JustCall’s sales dialer saves your agents time and helps close deals faster. What is Orum? (TL;DR:

Sales 52

Sales APIs Scripts Analytics 52

JustCall

APRIL 3, 2024

They are tireless assistants handling manual dialing while your agents focus on closing sales or generating leads. With auto dialers, your agents can effortlessly connect with live prospects, avoiding busy signals or voicemails. It gives 5x results by optimizing connections (intelligent routing) and decreasing agent idle time.

Sales 52

Sales CRM Scripts APIs 52

JustCall

APRIL 5, 2023

Top Features of JustCall 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. Monitor, whisper, or barge – Monitor live agent calls and provide help through whispers or by joining the call in real-time.

voip 52

voip Interactive Voice Response APIs Contact Center 52

JustCall

JANUARY 29, 2024

If you’re eyeing JustCall and Convoso, chances are you’re on the hunt for a robust and user-friendly cloud-based call center solution. With JustCall, your agents can connect instantly with time-sensitive and high-priority leads, lowering abandonment rates and packing in more deals in minimum time.

Sales 52

Sales Abandon rate APIs CRM 52

ViiBE Blog

MAY 20, 2021

Many such solutions have so far been welcomed on the market, all with functions enabling support teams to provide customers with quick issue identification and tailored personal assistance, while increasing customer service teams’ performances. 5 main considerations when selecting a solution.

Transportation 52

Transportation First call resolution Average Handle Time Technical Support 52

JustCall

OCTOBER 25, 2023

They may seek additional information over email, receive updates or alerts over text messages, look for assistance through live chat, and the list goes on. Such an intertwined ball of communication channels and touchpoints calls for a single-tool solution to manage everything. Imagine having a tool for each of them!

call center software 52

call center software Contact center software CRM Call Logging 52