TechSee

FEBRUARY 20, 2018

Here are the steps to get started: Build the virtual agent around a single strategic objective. Focus on the business priorities and develop the virtual agent’s capabilities to support this objective. Prioritize high-volume, common customer questions. Is it cost reduction?

Virtual Agent 132

Virtual Agent Contact Center Return on Investment Competitive Advantage 132

Upstream Works

JUNE 9, 2022

The contact center was even more complicated. The contact center agent’s life was not easy, and we saw it just getting more and more complicated. UpStart was designed with one thing in mind – to simplify the life of the contact center agent. To put information at their fingertips.

Contact Center 157

Contact Center Call Center 2006 Virtual Agent 157

Calabrio

MARCH 11, 2025

Workforce Management 9 Contact Center Quality Assurance Best Practices: Modernize Your Approach, Optimize Your Performance Share Even as AI enters the picture, the human interaction between agent and customer is, and will remain, at the core of customer service operations. What is call center quality assurance?

Contact Center 52

Contact Center Call Center Customer Satisfaction Metrics 52

BlueOcean

OCTOBER 4, 2023

If agents are frustrated, we can only imagine that the customers they’re speaking with are too. Finding Bilingual Support That Suits Your Customers Best We’re an onshore Canadian contact center outsourcer and pride ourselves on delivering sophisticated (bilingual) customer care through strategic partnership. It’s our thing.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Talkdesk

APRIL 14, 2020

Laying the foundation with the right infrastructure Contact centers are finding themselves stuck between the proverbial rock and hard place. Oftentimes in 24-hour contact centers, agents share desks and equipment – including headsets. Put simply, contact centers are perfect petri dishes for healthcare crises.

Contact Center 81

Contact Center Virtual Agent E Commerce Average Handle Time 81

SaleMove

AUGUST 20, 2020

Similarly, contact centers have playbooks to address customer issues and opportunities. Knowledge Managers. The most common elements of the playbook in the contact center today are the script and the knowledge base , which may be built and maintained by supervisors or by special knowledge managers.

Contact Center 90

Contact Center Virtual Agent Sports Insights 90

West Monroe

JULY 24, 2017

If you are keen on customer-centricity, you need to think about making strategic investments in customer service technologies – especially within your contact center. Contact centers will continue to get smaller and smarter as self-service, automated engagement, and digital operations mature.

Virtual Agent 53

Virtual Agent Contact Center Technology Social Media 53

UJET

DECEMBER 10, 2020

Contact centers have more in common with sports teams than you might think. And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player. Don’t worry, we’re not suggesting you double your workforce; we’re suggesting you give your agents a virtual sidekick.

Virtual Agent 72

Virtual Agent Customer Service Average Handle Time Contact Center 72

UJET

DECEMBER 10, 2020

Contact centers have more in common with sports teams than you might think. And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player. Don’t worry, we’re not suggesting you double your workforce; we’re suggesting you give your agents a virtual sidekick.

Virtual Agent 72

Virtual Agent Customer Service Average Handle Time Contact Center 72

Calabrio

MARCH 10, 2025

Analytics 15 Essential Call Center Tools for 2025 Share Perceptions of the contact centers potential have undergone a sea change in recent years. In 2025, business leaders are now four times as likely to see customer experience (CX) as a revenue driver and not a cost center.

Call Center 52

Call Center 2025 Contact Center Virtual Agent 52

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.

Contact Center 76

Contact Center Customer Service 2015 Virtual Agent 76

SaleMove

JANUARY 20, 2021

In our previous blog in The Times They Are a-Changing: Talent in the Contact Center Series , we discussed how virtual agents, or bots, are transforming the contact center workplace, pushing live human agents to become strategic troubleshooting experts and managers to become agent coaches.

Virtual Agent 52

Virtual Agent Contact Center Management Technology 52

TechSee

JANUARY 14, 2020

The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. Why agents are embracing the change. Post-call analysis also benefits from AI. Collaboration is key.

Call Center 124

Call Center Virtual Agent Contact Center 2020 124

Playvox

MARCH 19, 2024

Infusing artificial intelligence (AI) into processes is top of mind for business leaders and managers in all industries and across all job functions. What Is Contact Center AI? These “cutting-edge” technologies at the time helped managers better distribute and manage voice calls more efficiently.

Contact Center 74

Contact Center Net Promoter Score Average Handle Time Omnichannel 74

ShepHyken

JANUARY 4, 2022

They discuss how to use AI and automation to increase efficiency, capacity, and effectiveness within your contact center and ultimately deliver a better customer experience. In this episode, Genefa Murphy talks about the Five9’s Intelligent Virtual Agent and how AI can be used to improve communication across all channels.

Virtual Agent 134

Virtual Agent Contact Center 2021 Consulting 134

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. .

Contact Center 71

Contact Center Virtual Agent Financial Technology 71

Avaya

APRIL 10, 2019

She also is a widely recognized expert in the communications field, with specialty areas of VOIP/UC, collaboration, and managed/hosted/cloud communications services. Virtual agents/chatbots – Computer-aided, virtual robots that address basic questions and functions to free human agents to handle more complex ones.

Contact Center 71

Contact Center Virtual Agent Document Roadmap 71

TechSee

JANUARY 14, 2020

The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. Redefining Contact Center Agents’ Careers. Post-call analysis also benefits from AI.

Virtual Agent 109

Virtual Agent Contact Center Call Center 2020 109

SaleMove

JUNE 11, 2020

In this third installment of this blog series, we continue to discuss how to staff the contact centers of the future. Let’s take a look at how to manage bots, and then later we’ll look at how to design them and fit them into the overall customer service solution set. That’s pretty awesome! Stay tuned to find out more!

Virtual Agent 52

Virtual Agent Contact Center 2001 Insurance 52

SaleMove

FEBRUARY 19, 2021

The proliferation of digital-first technologies combined with the rise of artificial intelligence (AI) and self-service options has created fundamental changes in the contact center. As customer-centric businesses prioritize the experience they deliver, the contact center takes on a more central role.

Contact Center 69

Contact Center Customer Centricity Virtual Agent Competitive Advantage 69

Playvox

JANUARY 13, 2022

If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022. Technology always needs focus.

Contact Center 79

Contact Center 2022 Omnichannel Employee Experience 79

TechSee

APRIL 21, 2021

These growing call volumes – coupled with the continuous need for cost optimizations – have driven the demand and adoption of artificial intelligence (AI) in call centers. AI is moving forward rapidly, with contact center AI software continuously evolving and dramatically improving, and ultimately delivering more value. .

Call Center 136

Call Center 2021 Innovation Contact Center 136

TechSee

MARCH 19, 2019

Hire some agents, train them, and use standard contact center KPIs to measure how well they perform. When a virtual agent fields a customer’s enquiry, collects all relevant details and passes it to a human agent for final approval, how should average handling time ( AHT ) be measured?

Metrics 146

Metrics Contact Center Virtual Agent Net Promoter Score 146

NICE inContact

NOVEMBER 16, 2018

When it comes to reducing expenses within contact center operations, one of the best ways to do so is to reduce the amount of time that live agents spend on the phone. With that being said, one of the biggest time-consumers of live agent minutes comes from repetitive and tedious data gathering.

Virtual Agent 48

Virtual Agent Contact Center Average Handle Time Call Center 48

Calabrio

MARCH 25, 2025

When Chatbot QA Isn’t Prioritized, Quality Suffers To avoid these potential pitfalls and ensure customer satisfaction, its critical to maintain quality checks for your chatbot as part of your wider contact center quality management program.

Contact Center 52

Contact Center Virtual Agent Interaction Customer Satisfaction 52

Upstream Works

DECEMBER 20, 2022

Over the course of 2022, artificial intelligence (AI) became mainstream for contact centers. As with cloud adoption, the promise of AI has become compelling enough that contact center leaders are no longer wondering if it has a place in their plans. Workflow automation is an important contact center use case for AI.

2023 78

2023 Virtual Agent Contact Center Customer Experience 78

SaleMove

FEBRUARY 19, 2021

The proliferation of digital-first technologies combined with the rise of artificial intelligence (AI) and self-service options has created fundamental changes in the contact center. As customer-centric businesses prioritize the experience they deliver, the contact center takes on a more central role.

Contact Center 52

Contact Center Customer Centricity Virtual Agent Competitive Advantage 52

TechSee

OCTOBER 9, 2018

Self-service starts with a well-managed knowledge base that can understand the user’s query and present the right solution. Most top-tier cloud CRM solutions include a self-service engine to manage the knowledge base and help customers solve problems on their own. AI-powered virtual agents. Personalization.

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Customer Service Virtual Agent Social Media Multi-Channel 359

8x8

MARCH 12, 2019

Have you heard about 8x8 X Series’ new integration with Google Cloud’s Contact Center AI? This integration makes solutions powered with artificial intelligence accessible to any company with 8x8’s Contact Center, without having to invest in a home-grown artificial intelligence program. Use Agent Assist.

Contact Center 54

Contact Center Virtual Agent Call Center Document 54

Talkdesk

OCTOBER 8, 2020

Bank branch closures create additional costs for local business owners, making it harder to manage cash flow, maintain productivity levels and contribute to the wider local economy. This is where your contact center strategy plays a crucial role. Impact on small businesses. Viability of the cash system. Embrace the cloud.

Banking 119

Banking Contact Center Virtual Agent Financial 119

CSM Magazine

MAY 24, 2023

Claude is the latest addition to the Contact Center team, and he’s already making waves. As an AI assistant, Claude is designed to streamline the customer service experience, making it faster and more efficient for both customers and agents.

Contact Center 52

Contact Center Virtual Agent Exceptional Customer Service Interaction 52

UJET

NOVEMBER 3, 2020

A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent. So your agents’ time is spent resolving issues, and your customers get resolutions faster. Automation Reduces Repetitive Tasks for Agents.

Virtual Agent 82

Virtual Agent Customer Service Contact Center Average Handle Time 82

UJET

NOVEMBER 3, 2020

A customer calling to ask about store hours, for instance, may be routed to a self-service option or Virtual Agent , while more complex queries will be routed to a human agent. So your agents’ time is spent resolving issues, and your customers get resolutions faster. Automation Reduces Repetitive Tasks for Agents.

Virtual Agent 72

Virtual Agent Customer Service Contact Center Average Handle Time 72

Interactions

MAY 6, 2022

Many are turning to Conversational AI solutions like virtual agents to automate tasks. Virtual agents can handle unlimited inbound volume so customers can get an immediate response and don’t have to wait in a long queue. Don’t fall behind the times when it comes to implementing technology in your contact center.

Virtual Agent 71

Virtual Agent Customer Experience Contact Center Consumers 71

TechSee

SEPTEMBER 21, 2023

This allows field service teams to learn from the contact center, the contact center to learn from customer self-service, and management to gain a 360° view of all service interactions. Furthermore, Sophie AI is built on state-of-the-art LLM management and optimization technology.

Contact Center 109

Contact Center Document Virtual Agent Interaction 109

UJET

DECEMBER 17, 2020

If the speech engine is still having trouble understanding the caller, the auto-attendant may connect them with a human agent or ask the customer if they would prefer to converse in their native language. An NLP-powered virtual agent understands the semantics and context of keywords to respond more efficiently to mobile customer questions.

Virtual Agent 72

Virtual Agent E Commerce Contact Center E-support 72

UJET

DECEMBER 17, 2020

If the speech engine is still having trouble understanding the caller, the auto-attendant may connect them with a human agent or ask the customer if they would prefer to converse in their native language. An NLP-powered virtual agent understands the semantics and context of keywords to respond more efficiently to mobile customer questions.

Virtual Agent 72

Virtual Agent E Commerce Contact Center E-support 72