NobelBiz

FEBRUARY 21, 2023

This article will cover 10 of the most important and impactful call center trends you need to follow in 2023. This technology is optimal for remote or hybrid contact centers with home-based agents. The cloud can also enable omnichannel strategies, enabling businesses to communicate with people via their preferred channels.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

NobelBiz

FEBRUARY 15, 2023

This article will cover 10 of the most important and impactful call center trends you need to follow in 2023. This technology is optimal for remote or hybrid contact centers with home-based agents. The cloud can also enable omnichannel strategies, enabling businesses to communicate with people via their preferred channels.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

NICE inContact

SEPTEMBER 17, 2019

By combining NICE inContact with SmartAction’s AI-powered virtual agent, DSW ultimately found the right human-machine balance without compromising an ounce of CX. Today, live agents are optimized to help customers more quickly on complex needs. Average handle time (AHT) , a key CX metric, has fallen by two minutes!

Self Service 139

Self Service Virtual Agent Customer Experience Average Handle Time 139

Playvox

MARCH 19, 2024

These “cutting-edge” technologies at the time helped managers better distribute and manage voice calls more efficiently. But as customers’ communication needs and preferences shifted, contact centers today provide omnichannel support. AI can automate the process of detecting tone, intent, and feelings in human language.

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74