Upstream Works

SEPTEMBER 5, 2019

Self-service, Knowledge, AI & Bots. Self-service isn’t new – IVRs paved the way on the phone channel and despite cumbersome call flows, it became a popular alternative for customers reluctant to spend their time waiting in queue for an agent. Let’s take a look at knowledge portals.

Contact Center 60

Contact Center Self Service Trends Technology 60

Talkdesk

DECEMBER 23, 2020

Talkdesk can help financial institutions quickly stand-up dedicated PPP contact centers to manage emergency programs like PPP in multiple iterations, or integrate the Talkdesk CX Cloud into your overall contact center platform, leveraging: Workforce Engagement Management to empower agents to deliver exceptional client service from home Predictive Dialing (..)

Banking 126

Banking Contact Center Insurance Self Service 126

Myra Golden

APRIL 11, 2023

Learn more about Customer Service Master Class. This could include a knowledge base that provides quick access to answers and solutions and a customer relationship management (CRM) system that helps agents keep track of customer interactions and preferences. I really like Balto AI’s Real-Time Guidance.

Strategy 52

Strategy Contact Center Average Handle Time First Call Resolution 52

AWS Machine Learning

SEPTEMBER 29, 2022

The rise of artificial intelligence technologies enables organizations to adopt and improve self-service capabilities in contact center operations to create a more proactive, timely, and effective customer experience. In this post, we demonstrate how to elevate traditional customer service FAQs with an interactive voice bot.

Virtual Agent 67

Virtual Agent Call Flow Self Service Contact Center 67

ProProfs Chat

JULY 29, 2020

Personalize Every Single Call. Improve First Call Resolution (FCR). Emphasize Call Flow Management. Personalize Every Single Call. Your inbound call center probably deals with hundreds of callers regularly, and injecting personalization in every call might seem like an ardent task. Source: Microsoft.

Call Center 85

Call Center Customer Experience How To Knowledge Base 85

NobelBiz

JANUARY 17, 2022

To demonstrate this perspective, consider the following examples of AHT discovered on current customers: 3 to 4 minutes for e-commerce customer service; 5 to 6 minutes for telco customer care (excluding technical help); 10 to 12 minutes for legal aid, etc.

Average Handle Time 52

Average Handle Time Contact Center Management Call Center 52

Uniphore

OCTOBER 21, 2021

The integration of Jacada’s business user friendly UX that drives both self-service and agent- assisted interactions with Uniphore’s industry-leading CA platform bridges the gap between legacy systems of contact center process automation and modern-day automation powered by AI. Enhanced Self Service with Multimodal Capabilities.

Self Service 189

Self Service Contact Center Virtual Agent Call Flow 189