Eptica
AUGUST 1, 2018
Date: Wednesday, August 1, 2018 Author: Joanna Allouche - Consultant Making it easier for your agents to deliver superior CX. Published on: August 01, 2018. To read the first post, on reducing Average Handling Time and improving quality, click here. How to reduce Average Handling Time and improve quality.
Cyara
JULY 9, 2019
Taken together these benefits help organisations future proof their technology infrastructure and increase their competitive advantage. Transitioning contact center technology to the cloud helps companies: Rapidly deliver critical capabilities. Increase flexibility and scale of operations as needed.
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Eptica
JUNE 13, 2018
Date: Wednesday, June 13, 2018 Author: Taoufik Massoussi Measuring the customer experience: three key considerations. Published on: June 13, 2018. Technologies such as artificial intelligence and Natural Language Processing can pick up on the underlying emotions within written digital communications to help here for example.
Kustomer
JUNE 1, 2020
While it may be tempting to chase a quick average handle time or a CSAT benchmark, you might find more use in pursuing customer outcomes as your primary goal. As CA technologies notes, “measurements don’t always indicate the outcome of the work, and whether it’s truly impacting the business.” Define Success.
RapportBoost
NOVEMBER 5, 2018
. – Company to showcase new chat sales boosting SaaS product and celebrate inclusion of Heidi Rote with valued client Jenny Craig USA in the organization’s 2018 “Movers & Shakers” list – Los Angeles, CA. About RapportBoost. Learn more about how to supercharge chat conversations for your brand from the team at RapportBoost.
Avaya
JUNE 1, 2018
Less than four seconds separated gold from silver in the 4x100m women’s freestyle relay final at the 2018 Commonwealth Games, but only just over half a second was the time difference between the last world record and the new achievement. Augmented intelligence is now also in the contact centre routing technology.
Interactions
FEBRUARY 13, 2019
In fact, Gartner predicts that by 2020, 25% of customer service and support operations will use Intelligent Virtual Assistant and chatbot technology across most engagement channels. Over time, agents get bored, disengaged, burnt-out and overwhelmed. Thinking about hiring your first digital employee? You’re not alone.
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