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Can You Train Contact Center Agents in Empathy?

BlueOcean

When you create a customer experience strategy, it needs to embody the understanding that scripting or strict call flow processes rarely leave room for true empathy. Unless you’re hiring trained actors, the typical agent won’t be able to make a connection with a customer through a canned script.

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Build an AI-powered virtual agent for Genesys Cloud using QnABot and Amazon Lex

AWS Machine Learning

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. Export the Genesys call flow from the QnABot Content Designer. Import and publish the call flow with Archy. Prerequisites.

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Call Center Dialer Software: Optimization Best Practices

NobelBiz

In this blog post, we’ll delve into the world of call center dialer optimization, discussing various dialing strategies, common pitfalls, and how to effectively optimize your call center operations for maximum efficiency. Not having a proper call-back infrastructure: Take the time to work out the call flow of inbound calls.

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Embracing the Future: Leading Trends in Outbound Call Centers for 2024

NobelBiz

This can be particularly beneficial for outbound call centers that need to reach a large customer base. In 2024, integrating these channels into the communication mix is crucial for outbound call centers.