NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

AWS Machine Learning

FEBRUARY 6, 2023

In the second part of this series, we describe how to use the Amazon Lex chatbot UI with Talkdesk CX Cloud to allow customers to transition from a chatbot conversation to a live agent within the same chat window. In the following sections, we provide an overview of the components that have this integration possible.

Self Service 67

Self Service Contact Center Virtual Agent Chatbots 67

NobelBiz

FEBRUARY 14, 2023

Measure current dead airtime: To reduce dead air time effectively, you first need to know how much disquiet time is occurring in your current interactions.Through call recording and analysis tools. Use call recording and analysis tools to obtain data on disquiet time.

Contact Center 52

Contact Center Call Flow Call Recording How To 52

Talkdesk

MARCH 12, 2021

Talkdesk AppConnect (a customer experience solution marketplace) provides one-click integrations to all key features like agent productivity tools, digital channel management, chatbots and automation tools. Manage complex call flow designs. AppConnect.

Call Flow 91

Call Flow Contact Center Abandon Rate Omni-Channel 91

Myra Golden

APRIL 11, 2023

This involves ensuring that your agents are well-trained, motivated, and equipped with the right tools to confidently deliver bad news, expertly de-escalate and control conversations, all with empathy and connection. Another way to optimize agent performance is by providing them with the right tools and technology.

Strategy 52

Strategy Contact Center Average Handle Time First Call Resolution 52

AWS Machine Learning

SEPTEMBER 29, 2022

Non-technical users can deploy the solution with the click of a button, build their bot through a user-friendly interface, and integrate the voice bot into a Genesys Cloud call flow. Genesys Cloud streams this audio to Amazon Lex, which converts the audio to text and calls the Bot Fulfillment Lambda function.

Virtual Agent 67

Virtual Agent Call Flow Self Service Contact Center 67

NobelBiz

JANUARY 3, 2024

The survey also confirms the explosive growth of generative AI (gen AI) tools, with 40% of respondents saying their organizations will increase their investment in AI overall because of advances in gen AI . Call centers must invest in tools and training to ensure adherence to evolving regulations while maintaining operational efficiency.

Call Center 105

Call Center Trends Contact Center Contact Center Software 105