article thumbnail

Understanding Call Center Occupancy in the Contact Center and How To Optimize It

TechSee

In today’s age of customer-centric service, call centers must deliver quick answers, short hold times, and the ability to speak to a live representative on demand. How can Management ensure their call centers are up to par? They can either staff up significantly or improve their call center occupancy.

article thumbnail

10 Ways the Best Call Centers Thrive in the New Normal

Uniphore

We also learned just how important contact centers are to our everyday lives. When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. At Jacada, we recognized the challenges of overwhelmed—and often understaffed—contact centers early on.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

3 Ways Call Center Coaching is Leading to Customer Churn

Uniphore

3 Ways Call Center Coaching is Leading to Customer Churn. Why then do so many call centers struggle to convert coaching into real, measurable results? Research shows that agent retention rates were nearly double the average when coaches spent 60 percent or more of their time on the call center floor.‡

article thumbnail

10 RPA Implementation Best Practices to Automate Your Contact Center

Uniphore

Robotic Process Automation (RPA) technology is dramatically improving contact center efficiency and agent productivity. Automating the right processes can pay huge dividends — from error reduction to shorter call times — creating a measurably better customer experience (CX) and employee experience (EX). Fewer security concerns.

article thumbnail

How to reduce call center volume with Computer Vision AI

TechSee

They want to help themselves when it’s most convenient to them and if that’s at 2 am when the contact center has gone dark, so be it. Far from becoming disheartened by their customers’ attitudes, call center managers are thrilled by these developments.

article thumbnail

The Impact of Artificial Intelligence on Today’s Contact Center

NICE inContact

Think adding artificial intelligence (AI) to your contact center means dramatic technology shifts? So, what might you consider as you integrate artificial intelligence into your contact center? Find out how adding chatbots in your call center can provide better service and overall satisfaction. Think again.

article thumbnail

How to Measure Contact Center Agent Productivity and Five Ways to Boost It

Playvox

Providing an ever-improving customer experience while boosting contact center agent productivity is paramount for your business. Here’s the blueprint for achieving greater agent productivity in your call center. The quality of customer service and support can also have an impact on the productivity of a contact center.