Interactions

JULY 7, 2022

The current labor shortage is a big problem, especially for contact centers. Without enough agents in a contact center, customers cannot get the help they need. This eliminates hold times for customers and lets them take care of what they need to, despite staffing shortages. The answer is technology.

Virtual Agent 62

Virtual Agent Contact Center eBook Advertising 62

Interactions

SEPTEMBER 2, 2021

Once only powered by human agents, the first automated technology that was introduced in the contact center acted mainly as a way to redirect calls to the right department. If the Conversational AI application is able to reach this level of human communication, then virtual agents will equate to a better experience.

Banking 62

Banking Self Service Virtual Agent eBook 62

Interactions

MAY 14, 2020

Contact Center Challenges. The pandemic has caused an interesting conflict within contact centers. Combined with the increase of call volume, it means long wait times for customers and a negative customer experience. . Often, this results in a decrease in available workforce. The Golden Opportunity.

Consumers 71

Consumers Self Service Contact Center Virtual Agent 71