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Using Omnichannel Contact Center to Drive Customer Satisfaction

InMoment XI

Contact centers are not new by any means. As a matter of fact, the first employed call center agents date back to the 1950s. But, these agents only made and received phone calls. It wasn’t until the turn of the century that these call centers evolved into multichannel contact centers.

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Young Energy Improves Average Handle Time (AHT) and Motivates Contact Center Agents

NICE inContact

For Young Energy, a family-owned retail electric provider in Forth Worth, Texas, serving its 25,000 customers had become increasingly difficult. In fact, implementing NICE inContact CXone has resulted in significant improvements in everything from average handle time (AHT) to average speed of answer (ASA) to quality assurance scores.

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Customer Service Call Center

Call Experts

A customer service call center serves as the backbone of a company’s customer service operations, providing a centralized hub where all customer inquiries, requests, and concerns are addressed efficiently and effectively. That’s where a customer service call center comes in.

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Virtual Agents are Automating the Contact Center: Natural Language Greeting & Intent Capture

NICE inContact

This is the first of four ways that virtual agents are automating the contact center. Navigating poorly designed DTMF touch-tone systems and single word command menus can cause issues with proper routing and ultimately result in internal transfers, which is a large expense for contact centers.

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

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How Philippines Call Center Outsourcing Can Triple Your Business Value

Magellan Solutions

Did you know that Philippines Call Center Outsourcing can increase your company’s value by threefold? Businesses are told time and time again that they will call center outsourcing Philippines is highly advantageous. Can contact center services Philippines triple your business value?

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Improving call center metrics with knowledge management

eGain Blogs

The importance of knowledge management in the call center is growing. ” Knowledge improves call center metrics (KPIs). . ” Knowledge improves call center metrics (KPIs). And in this, KM is aided by the new technologies of the time, like artificial intelligence, intelligent search, and reasoning.