TechSee

FEBRUARY 7, 2023

Ideally, this could result in far faster service, better self-service containment rates, improved adoption of digital self-service channels like chatbots, and reduced demand for call center solutions. Is Generative AI for Service Too Good to Be True? In a word, maybe.

Innovation 124

Innovation Self Service Chatbots Call Center Solutions 124

TechSee

NOVEMBER 10, 2020

Visual assistance allows users to instantly stream their mobile device camera or screen via web connection, for real-time, interactive visual engagement. Assisting customers using visuals can add efficiency and significantly cut costs in three areas of customer service: the contact center. Two words: visual assistance.

Self Service 207

Self Service Customer Service How To Contact Center 207

ShepHyken

JANUARY 22, 2021

Sometimes, the agent can report poor connectivity, low internet bandwidth, etc. With 15+ parameters of network & device management reports, the managers can get an in-depth insight into the issues causing low productivity. For instance, if the agents’ device is unsupportive, the manager can fetch a report to track that.

Call Center 87

Call Center Virtual Call Center Contact Center Average Handle Time 87

TechSee

JUNE 11, 2019

Covering 70 clients, 220 contact centers and help desks and 30,000 agents, the report highlights the impact of Visual Assistance on customer service KPIs over time. Click here for the full report. Click here for the full report. Click here for the full report. KPI #4: Average Handling Time (AHT).

Self Service 117

Self Service Technology Customer Service Contact Center 117

Vonage

JANUARY 20, 2016

CTI adapters- and the call center software that powers them- also open on-screen pop ups for agents that include incoming caller information – and even case information pulled from the CRM – allowing your agents to personalize each customer interaction. Offers real-time reports and dashboards.

CRM 120

CRM Sales Gamification Call Center 120

NobelBiz

JANUARY 16, 2024

Call center campaigns regardless of whether they’re inbound or outbound consist of more, than just phone conversations. They include interactions, through text messages or emails. With customer experience taking center stage, campaigns play a vital role in fostering strong customer relationships.

Call Center 52

Call Center Contact Center Contact Center Software Call Recording 52

TechSee

JULY 17, 2018

Interactive voice response (IVR) is a technology that allows a computer to interact with customers through the use of voice and touch-tone telephone keypad. Today, IVR is a core technology well entrenched in call centers that has transcended way beyond its role as a simple customer routing system. .

Wait Times 114

Wait Times Self Service Meeting Call Center 114