CSM Magazine

JANUARY 19, 2023

Start with the wealth of information held in call recordings and post call surveys – is it chatbot containment? This could be as simple as ‘send Fred on a product training course’ because your data has picked up that a customer was frustrated because Fred couldn’t help them. Is it agent availability?

Data 52

Data Self Service Chatbots Call Recording 52

NobelBiz

MARCH 14, 2023

Call recording and monitoring systems to help agencies monitor agent performance, ensure compliance, and identify areas for improvement. Poor Data Management and Analysis: Managing and analyzing call center data can be a complex task that presents several challenges for businesses. Understanding an ATDS in the TCPA landscape ?

Contact Center 52

Contact Center Call Recording Call Center Guidelines 52

AWS Machine Learning

NOVEMBER 22, 2023

Interact with several demos that feature new applications, including a competition that involves using generative AI tech to pilot a drone around an obstacle course. AWS DeepRacer Get ready to race with AWS DeepRacer at re:Invent 2023! Generative AI is at the heart of the AWS Village this year. Bring your laptop and be ready to learn!

Innovation 108

Innovation Training Contact Center Data 108

InteractionMetrics

APRIL 16, 2024

According to Forrester Research , in 2023, for the second year in a row, the quality of customer experience among U.S. In addition, the Average American Customer Satisfaction Index (ACSI) was 77 (a C+ grade) in 2023 and has been hovering in the mid-70s for years. Of course, it can be painful to face your shortcomings.

Strategy 52

Strategy Customer Experience Effort Score Net Promoter Score 52

NobelBiz

FEBRUARY 23, 2023

While VoIP is a single mode of communication, UCaaS is multi-modal: web conferencing, chat, video conferencing, status display, screen sharing, handshake support, connection with CRM and third-party applications, CTI, and, of course, VoIP and WebRTC to power the audio.

Contact Center 52

Contact Center Multi-Channel Omni-Channel Video 52

NobelBiz

JUNE 7, 2021

While VoIP is a single mode of communication, UCaaS is multi-modal: web conferencing, chat, video conferencing, status display, screen sharing, handshake support, connection with CRM and third-party applications, CTI, and, of course, VoIP and WebRTC to power the audio.

Contact Center 52

Contact Center Multi-Channel Omni-Channel Video 52