Interactions

JUNE 18, 2020

Therefore, it should be a big focus in the contact center. But with an increasing focus on technology, it can seem like live agents are getting left behind. . It’s not about replacing live agents, but rather about diverting their attention to more stimulating and interesting tasks, which increases their productivity and value.

Technology 71

Technology Contact Center Virtual Agent Wait Times 71

UJET

JUNE 25, 2021

We’re long past the days where customer experience is an afterthought and the contact center is viewed as a cost center. Unsurprisingly, mobile usage skyrocketed during the pandemic, and the percentage of mobile interactions with the contact center is now estimated to be 80% or higher globally.

Customer Journeys 82

Customer Journeys Customer Experience Contact Center Omni-Channel 82

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. This can save banks from fines and create a consistent experience across all touchpoints with the brand. . Bank technology is shifting.

Banking 62

Banking Self Service Virtual Agent eBook 62