BlueOcean

OCTOBER 4, 2023

The same is true for first call resolution and average handle times. So, of course, we’re biased. We believe that your French-Canadian consumers deserve support from agents who understand not only your brand, but also understand the consumer landscape and consumer support expectations in Canada. It’s our thing.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

UJET

NOVEMBER 3, 2020

A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent. Automation Reduces Repetitive Tasks for Agents. After a call, agents spend extra time copying notes to your CRM tool.

Virtual Agent 82

Virtual Agent Customer Service Gamification Contact Center 82

UJET

NOVEMBER 3, 2020

A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent. Automation Reduces Repetitive Tasks for Agents. After a call, agents spend extra time copying notes to your CRM tool.

Virtual Agent 72

Virtual Agent Customer Service Gamification Contact Center 72

TechSee

AUGUST 14, 2018

They offer insights and proposed courses of action to decision-makers based on problem diagnosis, previous actions taken, the outcomes of those actions and other relevant contextual info. It also improves their ability to bring customer issues to successful resolution, enhancing both customer satisfaction and inline agent satisfaction.

Contact Center 95

Contact Center System Average Handle Time Virtual Agent 95

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Contact Center

TechSee

MARCH 19, 2019

Once upon a time, measuring customer service success was straightforward. Hire some agents, train them, and use standard contact center KPIs to measure how well they perform. Complex calls take longer, of course. With many of these channels and tools enabling self-service, old-school KPIs are no longer sufficient.

Self Service 146

Self Service Metrics Contact Center Virtual Agent 146