AWS Machine Learning

MARCH 31, 2023

Government departments and businesses operate contact centers to connect with their communities, enabling citizens and customers to call to make appointments, request services, and sometimes just ask a question. Unless the hold music is particularly good, callers don’t typically enjoy having to wait—it wastes time and money.

Self Service 76

Self Service Virtual Agent Connections Contact Center 76

BlueOcean

MARCH 20, 2017

Can a contact center partner really manage a team of agents working remotely as effectively as they can manage someone sitting right beside them? Managing Work-at-Home Call Center Agents. There’s no denying that there is an enormous amount of trust required with a work-at-home model in your outsourced call center.

Customer Care 189

Customer Care Contact Center Call Center Average Handle Time 189

TechSee

JUNE 25, 2019

Utilizing robotic process automation (RPA) in contact centers has been proven to reduce costs and increase operational efficiencies. Back office AI customer service technologies are especially relevant to assisting in workload management, agent productivity and high-level data analysis of contact center performance.

Technology 122

Technology Customer Service Contact Center Gamification 122

ViiBE Blog

MAY 20, 2021

It also reduces the need for tech dispatch by 64% and cuts transportation costs by 16% , as its live video function acts as a virtual transportation of the support agent to the customer no matter where they are based – making it a universal and international way for obtaining specialised help. Solution delivery method.

First Call Resolution 52

First Call Resolution Transportation Average Handle Time Contact Center 52

ViiBE Blog

AUGUST 17, 2021

Automotive , Construction , Energy , Insurance , Retail , SMB , Transport. ViiBE Blog. What is the purpose of customer experience management? Customer experience. Natalia Barszcz. August 17, 2021. Share this article. Share on facebook. Share on twitter. Share on linkedin. Share on whatsapp. Share on email. Share this article.

Customer Experience Management 52

Customer Experience Management CEM Customer Experience Management 52

Talkdesk

JULY 31, 2017

We’ve been in the business for a long time. When you go to a contact center and you talk to a head of service or operations person, there’s a common vernacular that we use — average handle time, number of cases, transactions: There are typical and foundational nouns and verbs, but that’s an old way of measuring service.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Talkdesk

JULY 31, 2017

We’ve been in the business for a long time. When you go to a contact center and you talk to a head of service or operations person, there’s a common vernacular that we use — average handle time, number of cases, transactions: There are typical and foundational nouns and verbs, but that’s an old way of measuring service.

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40