Contact Center eBook Technology Virtual Agent 
BlueOcean
OCTOBER 22, 2020
In the remote environment, where more factors are outside of your control, trainers need to expect the unexpected – especially regarding potential technology issues. Making Virtual Agent Training Work for You. Grab a copy of our Agent Training eBook for more insight. The second key pillar is setting expectations.
Interactions
APRIL 9, 2020
The goal of a BCP for a contact center is to minimize the disruption to both agents and customers, so that business can continue as normally as possible. A BCP for a contact center should be aligned with the overall organization’s BCP to ensure a cohesive message and streamlined protocol throughout the enterprise. .
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Uniphore
JUNE 10, 2021
We also learned just how important contact centers are to our everyday lives. Today, as companies look past the pandemic, one thing remains certain: we now expect more from remote support centers than ever before. At Jacada, we recognized the challenges of overwhelmed—and often understaffed—contact centers early on.
Interactions
JULY 7, 2022
The current labor shortage is a big problem, especially for contact centers. Without enough agents in a contact center, customers cannot get the help they need. The answer is technology. But not just any technology. Virtual agents also scale quickly to handle unpredicted or seasonal volume.
Interactions
SEPTEMBER 2, 2021
Bank technology is shifting. Specifically, the automated customer service technology. Once only powered by human agents, the first automated technology that was introduced in the contact center acted mainly as a way to redirect calls to the right department.
Tricia Morris
MAY 18, 2015
According to the same Forrester survey referenced above, online community, virtual agent, mobile customer service, social media and live chat have also increased in usage. Contact centers are working to address this growing and changing channel use. Agent responsibilities are changing.
Interactions
MAY 14, 2020
One interesting shift from pre-pandemic to the new normal will certainly be people’s comfort with using technology in their personal and business lives. Contact Center Challenges. The pandemic has caused an interesting conflict within contact centers. Everyone is talking about The New Normal. Don’t cross the line.
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