TechSee

AUGUST 14, 2018

This article underlines the value of DSS in customer service and focuses on the potential computer vision brings to call/chat centers, where providing a positive customer experience (CX) at scale is critical to success in the current competitive business climate. Current state of DSS in contact centers.

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Contact Center System Average Handle Time Virtual Agent 95

TechSee

OCTOBER 22, 2019

NIA is measured by tracking the number of repeat calls a contact center receives within a specific period of time. The metric is used in conjunction with standard metrics like Average Handling Time (AHT) and First Contact Resolution (FCR) which track the contact center agent’s speed and efficiency per call.

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Contact Center Self Service Effort Score Average Handle Time 84

TechSee

OCTOBER 31, 2018

AI is essential for helping CSPs build self-optimizing networks (SONs), where operators have the ability to automatically optimize network quality based on traffic information by region and time zone. Network optimization. Preventive maintenance is not only effective on the network side, but on the customer’s side as well.

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Industry Telecommunications Trends Self Service 100

TechSee

JUNE 25, 2019

For example, the technology can identify patterns that indicate a customer’s intent based on web activity or text and route the call or chat to the appropriate agent. Intent prediction enables call centers to up their game by giving customers the assistance they need in the way they want it. Emotion analytics. Gamification.

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Technology Customer Service Contact Center Gamification 122

TechSee

JUNE 11, 2019

Due diligence prior to dispatch: agents can determine the exact nature of the issue and dispatch the right technician with the correct information and parts. KPI #4: Average Handling Time (AHT). Better remote resolution: a more efficient customer support process eliminates 90% of NFF dispatches.

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Self Service Technology Customer Service Contact Center 117

NobelBiz

FEBRUARY 21, 2023

Call centers must implement an ideal client experience more than before to differentiate themselves. Customers are becoming more demanding, expecting rapid and accurate solutions to their inquiries. This is where the need for better management of callbacks in contact centers emanates.

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Contact Center Abandon Rate Self Service Management 52

TechSee

FEBRUARY 7, 2023

Please note that parts of this post were informed and partially written by ChatGPT. The Role and Implications of Generative AI Service organizations have been deploying artificial intelligence such as chatbots for over a decade to scale up and expedite their service solutions for consumers, agents, and field technicians.

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Innovation Self Service Chatbots Call Center Solutions 124