TechSee
APRIL 21, 2021
According to a 2021 survey, 65% of U.S. With many call centers adopting the remote working model, the common practice of one agent asking a question over his cubicle wall has come to an end. AI enhances existing self-service capabilities, such as smart FAQ and IVR, with the new cognitive capabilities in chatbots or virtual agents.
NobelBiz
FEBRUARY 21, 2023
This article will cover 10 of the most important and impactful call center trends you need to follow in 2023. Also driving this trend is real-time analytics. For example, agents should have real-time access to their average handling time and target performance. It has been growing at a CAGR of 20% since 2021!
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NobelBiz
FEBRUARY 15, 2023
This article will cover 10 of the most important and impactful call center trends you need to follow in 2023. Also driving this trend is real-time analytics. For example, agents should have real-time access to their average handling time and target performance. It has been growing at a CAGR of 20% since 2021!
Uniphore
JULY 10, 2021
Brian publishes quarterly “executive market studies,” featuring pointed analysis of research findings, industry trends, case studies and new technologies. Contact center leaders around the world trust our low code automation platform to assist customers and agents during moments that matter. Copyright 2021.
Speaker: Brian Morin, Helena Chen, and Sofia Burton from SmartAction
The latest trend in the contact center has CX leaders worried -- across industries, there is a massive shortage of workers. How the maturation of conversational AI tools enables virtual agents to perform on par with live agents.and more! September 15th, 2021 at 11:00 am PDT, 2:00 pm EDT, 7:00 pm GMT As the U.S.
UJET
MARCH 22, 2021
Conversational AI & Virtual Agents. Now, when it comes to conversational AI and virtual agents, you can drive significant growth in 3 key areas: You can reduce the time customers spend in the IVR and the frustration associated with robotic voice prompts by using AI-powered conversational and intent based routing.
CSM Magazine
JANUARY 27, 2021
Calabrio , the customer experience intelligence company, features perfect customer satisfaction scores and the number one spot in three of four categories in the 2020-2021 Workforce Optimization Product and Market Report from DMG Consulting LLC. View the DMG 2020-2021 Workforce Optimization Product and Market Report here.
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