UJET

DECEMBER 10, 2020

Don’t worry, we’re not suggesting you double your workforce; we’re suggesting you give your agents a virtual sidekick. Virtual Agents are designed to be your human agents’ Pippen or Harrison or Gehrig (pick your sport). What, Exactly, Are Virtual Agents? Intelligence Is a Matter of Features.

Virtual Agent 72

Virtual Agent Customer Service Average Handle Time Contact Center 72

UJET

DECEMBER 10, 2020

Don’t worry, we’re not suggesting you double your workforce; we’re suggesting you give your agents a virtual sidekick. Virtual Agents are designed to be your human agents’ Pippen or Harrison or Gehrig (pick your sport). What, Exactly, Are Virtual Agents? Intelligence Is a Matter of Features.

Virtual Agent 72

Virtual Agent Customer Service Average Handle Time Contact Center 72

VDS

SEPTEMBER 17, 2020

There are many innovative ways to improve the experience for both your employees and customers. Emerging technologies help companies reduce average handle time (AHT), increase customer satisfaction (CSAT), and increase profitability. Intelligent Virtual Agent (IVA). Virtual Hold. Slow Wi-Fi?

Virtual Agent 52

Virtual Agent Customer Service Contact Center Average Handle Time 52

TechSee

AUGUST 14, 2018

Implementing decision support tools backs up the agent, putting the right information at the tip of their fingers, helping them work smarter and perform better in operational KPIs such as First Call Resolution (FCR) and Average Handling Time (AHT). Wrong inputs undermine the ability of the IDSS to identify the problem.

Contact Center 95

Contact Center Average Handle Time Virtual Agent Call Center 95

TechSee

MARCH 19, 2019

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? With many of these channels and tools enabling self-service, old-school KPIs are no longer sufficient.

Metrics 146

Metrics Contact Center Virtual Agent Net Promoter Score 146

NICE inContact

OCTOBER 12, 2018

With all of the new improvements and changes in modern day customer service technology, it’s no surprise that customer expectations have evolved to follow suit as well. This is the first of four ways that virtual agents are automating the contact center. fewer calls being transferred to live agents.

Virtual Agent 48

Virtual Agent Contact Center Average Handle Time Call Center 48