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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. 13% My contact center is not in the cloud.
BlueOcean
OCTOBER 22, 2020
The key, of course, was that everything, including agent training, had to pivot to a virtual environment. Trust us, we learned the hard way a few years ago when we first got into broadscale remote training for WAH agents!). Making Virtual Agent Training Work for You.
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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 successful BCP requires a thorough evaluation of the contact center and addresses all possible scenarios that could occur.
Tricia Morris
MAY 18, 2015
For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , respondents now say they are using self-service FAQ pages on a company’s website more often than speaking with a live agent on the phone. 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. Agent responsibilities are changing.
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An Al solution with only the highly technical or difficult calls coming to a human agent is what your organization needs. Read this eBook to discover how to implement AI for the best results in your contact center.
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. Virtual agents also scale quickly to handle unpredicted or seasonal volume.
Interactions
SEPTEMBER 2, 2021
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. Technology, when applied properly, has a huge opportunity to take away the risk that human agents create.
Interactions
MAY 14, 2020
From conducting more business over video meetings, to doing more shopping via apps and over the phone, people’s behavior and perspective of virtual interactions has changed for good over the past few months. Contact Center Challenges. Everyone is talking about The New Normal.
Interactions
SEPTEMBER 23, 2021
For their part, Collection agencies and organizations contacting those in arrears seeking payment of late bills will undoubtedly need to remain respectful of consumers’ rights. . Labor Day weekend traditionally marks the end of summer and the beginning of the Fall season.
Comm100
FEBRUARY 16, 2018
That is why reducing customer effort was voted the number one priority for contact centers in 2018. This statistic comes from CCW Digital’s latest Winter Executive Report – a report that analyzes the customer service priorities of several organizations to discover the most popular goals and strategies for call centers in 2018. Recommended for you: Is Your Contact Center Ready for the New Year? How can you use IA and Chatbots to directly support the agents?
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