CSM Magazine

NOVEMBER 14, 2023

Leading research and consulting firm Gartner predicts that Conversational AI will reduce contact centre labour costs by $80billion in 2026 and over the same period, one in 10 agent interactions (10%) will be automated, an increase from an estimated 1.6% of interactions today.

Average Handle Time 52

Average Handle Time Customer centricity Coaching Self service 52

3CLogic

JANUARY 24, 2024

It can further assist supervisors with AI Coaching and sentiment analysis to generate intelligent insights and reporting at scale, ultimately creating high-performing agents and improving the customer experience (CX). Thanks to these insights, AI Coaching and personalized performance plans can seamlessly be delivered to the agent.

Contact Center 64

Contact Center Virtual Agent Self service Coaching 64

Balto

FEBRUARY 6, 2023

Subscribe for weekly insights from the Conversation Excellence Lab A People Person’s Dream Job By 2026, Gartner predicts that 75% of customers will call service lines due to loneliness, not because they have a customer service issue. Those who received zero forms of coaching had the worst satisfaction metrics across the board.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

3CLogic

APRIL 29, 2024

Enterprise leaders are well aware of this, ranking technology enablement for employees, employment of advanced analytics, and an improved experience as top priorities for 2024. In a separate report, Gartner states that Conversational AI will lower agent labor costs by $80 billion by 2026.

Interactive Voice Response 52

Interactive Voice Response Contact Center Self service Enterprise 52

JustCall

AUGUST 12, 2022

CCaaS includes many services aimed at customer care such as Automated call distribution, advanced analytics and reporting , virtual attendants, monitoring and agent coaching , and call recording. Versatility and adaptability: Advanced analytics and reporting options. Major differences between CPaaS and CCaaS.

APIs 52

APIs Contact center software Contact Center Call Center 52

Balto

NOVEMBER 2, 2023

According to Gartner, utilizing AI chatbots could save contact centers up to a total of $80 billion in labor costs by 2026. Technology can also help contact centers guide and coach agents by easily identifying their strengths and weaknesses.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

Balto

JANUARY 22, 2024

We’ll help you understand how generative AI can skyrocket your contact center’s efficiency, improve data analysis capabilities, streamline QA and coaching processes, and make customers happier. According to Gartner, we can expect a five-fold increase in agent interaction automation by 2026. What Is Generative AI?

Contact Center 52

Contact Center Coaching Average Handle Time Scripts 52

3CLogic

JUNE 23, 2023

But Gartner projects that that number is rapidly rising: by 2026, one in 10 agent interactions will be automated. Leveraging these technologies in turn powers incredible service tools like voice-enabled self-service, speech recognition, intelligent voice workflows, and speech analytics.

Customer Experience 52

Customer Experience Self service Scripts Abandon rate 52

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Improved agent productivity – With more time available to front-line management, productivity improvements from focused coaching are realized. Wikibon predicted that enterprise cloud spending is growing at a 16% compound annual growth (CAGR) run rate between 2016 and 2026. This is where big data and predictive analytics come into play.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56